Covenant Health

Patient Account Coordinator-Corporate, Business Office

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, 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 integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year.

Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times. 

Position Summary: 

The Patient Account Coordinator (PAC) has the responsibility of working patient accounts as defined by the department-established policies and procedures under the Manager and Supervisor within the department. The Patient Account Coordinator serves as a resource to Patient Account Representative Level I and II staff by providing training and assistance in solving complex issues. Under the direction of assigned Supervisor and Manager, performs patient accounting processes related to Knoxville Business Office Services (KBOS). Oversees and coordinates workflow to identify risk areas including but not limited to payer and patient account issues that may require attention or correction.

Recruiter: Kathleen Rice || kkarnes@covhlth.com || 865-368-7313

• Behavior models the Covenant Health Pledge for putting the patient first, excellence and striving to make Covenant the first and best choice for care.
• Assists the Supervisor to recognize and identify issues related to patient accounts
• Coordinates tasks for self and others to generate optimal outcomes
• Focuses on actions that optimize timely and accurate payment of patient accounts.
• Maintains fluent knowledge of State and Federal regulations, HIPAA guidelines, CMS guidelines, TennCare guidelines, and other Third-Party Payer requirements assuring departmental compliance.
• Recognizes situations, which require additional guidance and works to find/provide appropriate resources
• Demonstrates proficiency in problem-solving to resolve issues
• Proactive in performing additional tasks necessary to meet department responsibilities and needs.
• Proficient and knowledgeable in all aspects of job duties in their relative area.
• Demonstrates an understanding of all patient information from the facilities and the specifics of each follow-up to ensure appropriate reimbursement is received.
• 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
• Maintains outstanding performance outcomes related to department audits at 95% or higher
• Supports, models, and coaches others to the desired behaviors of the KBOS
• Attends meetings as required and participates on committees as directed
• Assists the Vice President, Director, Managers, and Supervisors on activities and projects, as needed
• Takes ownership of outcomes, resolves, customer problems whenever possible, and treats all people with respect. Strives to meet or exceed customer expectations, collects and uses customer feedback/data to improve processes and service, and sets an example for accountability and responsiveness.
• Participates freely in intradepartmental quality improvement activities whenever called upon to do so
• Trains and assists new employees
• Provides training and support for members of assigned team
• Attends monthly staff meetings and participates in discussions regarding work performance and departmental/facility updates
• Commits time to learning and development, helps others to obtain the information and skills they need to succeed on the job, and utilizes training, education, and development opportunities
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

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:         

Five (5) years of experience in healthcare business office operations required. Professional certification may be considered as a substitute for no more than one year of experience. Prefers the following: Three (3) or more years of experience in Financial Posting preferred. Must be computer proficient with knowledge of Microsoft Office, Word and Excel. Detail oriented with excellent math and problem-solving skills required along with strong knowledge of an insurance explanation of benefit (EOB). Expected to perform adequately within the position after working at least three to six (3-6) months on the job.

Licensure Requirement:      

None