Covenant Health

Job Title
Patient Account Rep I
Covenant Health Corporate
Department Name


 Covenant Health


Patient Account Representative 

Full-Time, 80 Hours per pay period, Day Shift


Covenant Health is East Tennessee’s top-performing healthcare network with 10 hospitals and over 85 outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned, not-for-profit healthcare system and the area’s largest employer with over 11,000 employees.


Covenant Health is the only healthcare system in East Tennessee to be named six times by Forbes as a Best Employer. 


Position Summary: This position has the responsibility of working patient accounts as defined by the department established policies and procedures under the Manager and Supervisor within the department. Specifics and volume of work is defined by the functional area within the Business Office that the employee is assigned. All work shall be completed in a timely and accurate manner. 



Position Accountabilities and Performance Criteria:

  1.  Assists Supervisor to recognize and identify issues pertaining to the working of accounts.
  2. Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the revenue process.
  3. Demonstrates knowledge of State and Federal regulations, HIPAA guidelines, HCFA guidelines, TennCare guidelines and other Third Party Payer requirements assuring departmental compliance.
  4. Recognizes situations, which necessitate supervision and guidance, seeks appropriate resources.
  5. Adheres to established departmental policies and procedures, objectives, process improvement initiatives, safety, environmental and infection control standards.
  6. Does not promote or participate in solicitation during working hours within the department.
  7. Supports, models and adheres to the desired behaviors of the KBOS constitution and Covenant Health for integrity which are; hold others accountable for living the values and behaviors, protect confidential information, deal with difficult issues honestly, directly, respectfully and tell the truth.                                        
  1. Maintains established departmental policies and procedures, objectives, quality assurance program and safety standards.
  2. Demonstrates an ability to understand the payer requirements of insurance carriers.
  3. Demonstrates an understanding of all patient information from the facilities and the specifics of each follow-up to ensure appropriate reimbursement is received.
  4. Professionally deals with patients/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
  5. Performs specific functions relating to collection of patient accounts.
  6. Performs other duties as assigned to the satisfaction of the department Supervisor and Manager.
  7. Supports, models and adheres to the desired behaviors of the KBOS Constitution for quality which are; celebrate and reward successes, seek out better ways to do our job, set improvement goals and standards striving to meet or exceed them, participate in forming and being part of work teams when necessary and do not say "It's not my job".

Serving the Customer

  1. Communicate effectively with patients/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
  2. Consults and works collaboratively with Supervisors, Co-workers, Department Manager, and other facility personnel, effectively performing tasks of position.
  3. Attends meetings as required and participates on committees as directed.
  4. Perform other duties as assigned or requested.
  5. Promotes good public relations for the department and the facilities, adhering to desired behaviors.
  6. Assists Vice President, Director, Managers and Supervisors on activities and projects, as needed.
  7. Supports, models and adheres to the desired behaviors of the KBOS Constitution and Covenant Health for service which are; take ownership for our mistakes, resolve customer problems on the spot whenever possible, treat all people with respect and kindness, strive to meet or exceed customer expectations, collect and use customer feedback/data to improve processes and service and set an example for accountability and responsiveness: return e-mail and phone calls promptly, assure deadlines are met, keep commitments.

Caring for and Developing Our People

  1. Participates freely in intradepartmental quality improvement activities whenever called upon to do so.
  2. Provide assistance to new employees.
  3. Attends required In-Service training as scheduled.
  4. Attends monthly staff meetings and participates in discussions regarding work performance and departmental/facility updates.
  5. Supports, models and adheres to desired behaviors of the KBOS Constitution for caring which are; build a trusting environment by listening with an open mind and valuing different opinions; asking questions for understanding and allowing others to speak openly, do not gossip or criticize people behind their back, resolve conflicts, notice and express appreciation for good work and respect differences by listening with an open mind.
  6. The KBOS Constitution for developing people which are; commit time to learning and development, help others obtain the information and skills they need to succeed on the job and utilize training, education and development opportunities.

Using the Community’s Resources Wisely

  1. Demonstrates promptness in reporting for and completing work, ensuring follow-through on assigned tasks.
  2. Follows protocols as established by the department.
  3. Demonstrates initiative in increasing skills and attends training programs as available.
  4. Utilizes resources available appropriately, i.e. use of equipment and supplies.
  5. Supports, models and adheres to the desired behaviors of the KBOS Constitution for using the community’s resources wisely which are; be aware of cost and quality when making spending decisions, demonstrate a personal commitment to reduce waste, consider the impact on other departments and facilities within Covenant Health when making decisions or taking action and ensure that meetings lead to solutions.


Minimum Education: None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing a HS diploma or GED.


Minimum Experience: One to Two (1-2) years’ experience in health care is preferred. Computer experience is required. Knowledge of medical terminology, claims submission, customer service is preferred. Expected to perform adequately within the position after working at least three (3) to six (6) months on the job. Must be familiar with insurance plans and requirements and collection practices e.g. Fair Debt Credit and Collection Act.


Licensure Requirements: None


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