Patient Relations Specialist 3

Job Summary

The Patient Relations Specialist is responsible for patient collections when the financial responsibility falls on the patient, making financial arrangements and informing patients of all coverage options, such as Government programs or Financial CARE.  Ensures reimbursement to Air Methods from patients or other responsible parties and assist patients in understanding their healthcare insurance coverage and any patient liability.  Make final determinations on collectability and balances.

Essential Functions and Responsibilities include the following:

• Manage incoming/outgoing calls from/to patients/guarantors, insurance companies, and attorneys; Complete conference calls and/or transfer calls to the appropriate department, if necessary
• Review and resolve accounts where the patient is uninsured, there is any residual patient financial responsibility after insurance, and accounts which require additional investigation and special handling; Provide information to patients or other responsible parties about coverage details and payment options; Take payment, if necessary
• Thoroughly review, document, and resolve patients’ or responsible parties’ communications
• Accurately perform skip tracing to ensure best contact
• Work cross-functionally to complete multiple department assignments
• Assist in remedial training and cross-functional efforts
• Other duties as assigned

Additional Job Requirements

• Regular scheduled attendance 
• Indicate the percentage of time spent traveling - 0%

Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position.  All employees must follow Air Methods’ employment practices and policies.

Supervisory Responsibilities

This position has no supervisory responsibilities.          

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED); and three to four years’ related experience and/or training; or equivalent combination of education and experience
• 4-5 years’ experience in healthcare billing/collections field; preferred
• Knowledge of all Government, Commercial and Private payers; required
• 2 years’ experience in high dollar collection and financial debt counseling; preferred
• Previous Dialer experience; required

Skills

• Excellent written and verbal communication skills
• Excellent organizational skills, detail oriented, ability to prioritize, multi-task and meet deadlines
• Advanced customer service and phone skills
• Strong ability to balance compassionate and empathetic customer service with the goal of account resolution
• Excellent problem-solving and strong ability to complete complex claim analysis
• Strong ability to understand business processes and make decisions
• Bilingual in English and Spanish; preferred

Computer Skills

• Intermediate with Microsoft Office, including Word, Excel and Outlook

Certificates, Licenses, Registrations

• American Association of Healthcare Administration Management (AAHAM) certification required

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for eployment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected vetera status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)