The Patient Account Representative is responsible for providing a high level of customer service to our patients and their caregivers from intake to discharge. The primary functions of this position include intake, change RX, demographic changes, delivery reorder, and discharge. The Patient Account Representative maintains an effective level of Patient Care expertise, as well as business literacy and knowledge about Aveanna’s culture and its competition.
Verifies insurance information for accuracy and completeness and resolves discrepancies as needed
Obtains clinical information needed for order processing or reimbursement
Contacts patients to: advise them of the order placed on their behalf and to confirm all patient demographic information; to communicate any financial responsibilities and/or additional information necessary for processing the order received; to promote other company product and services as appropriate.
Ensures patient information is accurate, including demographic data, prescriptions, physician data, insurance eligibility and coverage.
Reviews Ops Worklist report and ensures all applicable accounts/sales orders are reviewed and processed appropriately.
Contacts patient on a monthly basis to review and confirm delivery details to ensure timely delivery and appropriate revenue recognition for order
Demonstrates professional etiquette and courtesy when interfacing with customers
Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action.
Complies with and adheres to all regulatory compliance areas, policies and procedures.
Other duties as assigned by supervisor.
This position has no direct supervisory responsibilities.
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. This position regularly requires long hours and occasional weekend work as job duties demand.
No travel responsibilities.
Required Education and Experience
High school diploma or GED required
Education or experience equivalent to a bachelor’s degree in related field highly preferred
A minimum of two (2) years of related experience; medical office, customer service preferred
Minimum six (6) month prior healthcare insurance experience.
Proficiency in Microsoft suite of products including Outlook, Word and Excel
Must possess a strong sense of urgency and attention to detail
Excellent communication skills both written and verbal
Proven ability to manage in a high call volume environment with accuracy and efficiency
Proven ability to work independently at times and within a team
Demonstrated ability to prioritize multiple tasks to meet deadlines
Demonstrated ability to interact in a collaborative manner with other departments and teams
Ability to act with Aveanna’s Vision and Values of Team, Accountability, Aggressive Improvements, and Delivering Excellence
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.