Covenant Health

Patient Account Representative, CMG Business Office

Full time, 80 hours per pay period, Day shift

Covenant Medical Group is Covenant Health’s employed and managed medical practice organization, with more than 300 top Physicians and providers spanning the continuum of care in 20 cities throughout East Tennessee. Specialties include cardiology, cardiothoracic surgery, cardiovascular surgery, endocrinology, gastroenterology, general surgery, infectious disease, neurology, neurosurgery, obstetrics and gynecology, occupational medicine, orthopedic surgery, physical medicine and rehabilitation, primary care, pulmonology, reproductive medicine, rheumatology, sleep medicine and urology.

Position Summary:

The Patient Account Rep I is responsible for timely and accurate follow-up to assigned Accounts Receivables, claim issues, responding to inquiries and other duties as assigned.  The Patient Account Rep I will respond to a minimum of 22 tasks per day or an equivalent work assignment plus other daily duties as assigned.  This is contingent upon which functional area within the Central Business Office the position is assigned.

There are several sub-categories of the Patient Account Rep I position that are used as internal designations.   There may be variations within these designations as to specific responsibilities, related primarily to the customer base being served and the functional area within the Physician Central Business Office. 

Recruiter: Sarah Grey || sgrey1@covhlth.com || 865-374-5271

• Understands Patient Accounts/Customer Service process including HIPAA policy regarding patient confidentiality guidelines.
• Understands and interprets billing procedures relative to account resolution.
• Exhibits the ability to handle assigned tasks from supervisor.
• Demonstrates knowledge of State and Federal regulations, HCFA guidelines, TennCare guidelines and other Third Party Payor requirements assuring departmental compliance.
• Communicates effectively with patients/public, co-workers, physicians and or their offices, and other office personnel using verbal, nonverbal and written communication skills
• Handles incoming telephone inquiries on assigned patient accounts in compliance with the CMG policies.
• Recognizes situations, which necessitate supervision and guidance, seeks appropriate resources after complete review of claim issue when all resources are executed
• Demonstrates good judgment when handling financial discussions with patients, maintaining a professional and confidential environment.
• Interprets and explains to patients and their families’ charges, services, insurance coverage, financial application guidelines and office policy regarding payment of their bills.
• Handles all correspondence relating to assigned patient accounts within five working days of receipt of task and/or denial of claim.
• Consults and works collaboratively with Supervisors, Co-workers, Managers, Department Director, and other office personnel, effectively performing assigned task timely and accurately.
• Promotes positive public relations for the physician CBO and clinics adhering to desired behaviors.
• Attends in services and other meetings as required to enhance professional growth and development. Completes all required CovLearn assignments timely on CovNet.
• Provides assistance to new employees with questions and training.
• Demonstrates promptness in reporting for and completing work-ensuring follow-through on assigned tasks.
• Demonstrates appropriate utilization of resources, i.e. equipment and supplies.
• Does not promote or participate in solicitation during working hours within the department.
• Perform other duties as assigned or requested.

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:         

Previous experience in an office setting, as Patient Service Representative I or II, billing or collections office desired.  Preference will be given to candidates with Physician Office or Healthcare experience.  Computer experience required.  Expected to perform adequately within the position after working at least three to six (3-6) months on the job.

Licensure Requirement:      

None