Financial Aid Staff Representative

Serves as Specialty or Escalation support for the Patient Financial Care team within Piedmont. The incumbent is responsible for handling and resolving customer inquiries and/or concerns by providing patients/guarantors from both hospitals and physician practices and PHC Administration/Risk/Compliance representatives with a consistent and seamless experience. Will also support bankruptcy/deceased processes, settlement offers and financial assistance/uninsured guarantor management when necessary. This representative reports to a Customer Solution Center Supervisor.





1. Accept in-bound and make outbound calls to guarantors to follow up on outstanding hospital and physician-based patient balances. This is a multi-channel contact center which includes phone calls (inbound/outbound), email, and electronic messaging

2. Handle higher priority/ complicated patient liability situations (e.g. VIP patients, high dollar balances, complex accounts, etc.)

3. Accept and process payments on outstanding balances via phone

4. Set up and monitor payment plans for guarantors, including when the complexity of the case calls for higher level of expertise

5. Handle escalated calls from other PFC representatives; analyze hospital and physician-based patient accounts to determine resolution to customer inquiries/concerns

6. Appropriately assess situations from a variety of perspectives, consider various alternatives, and make independent judgments choosing the appropriate course of action

7. Evaluate the extent of inquiries and notify management of potential trends in types of calls or customer concerns; liaise appropriately with supervisor to communicate all obstacles, regulatory challenges and system deficiencies that the team faces

8. Perform "special projects" per supervisor requests

9. Evaluate the extent of inquiries and notify management of potential trends in types of calls or customer concerns

10. Maintain reception desk/work areas.

11. Adhere to Piedmont organizational policies and procedures for relevant location and job scope.

12. Ensure that all activities related to hospital collection activities meet department requirements, maximize revenue collection, and achieve leading practice levels of performance.

13. Work with external vendors to resolve issues and questions in professional and courteous manner

14. Work independently and maintain struct adherence to HIPAA rules and a secure working environment at either a Piedmont Healthcare location or remote.

15. Document all actions in EPIC using appropriate Account Activates and Notes

16. Daily focus on attaining productivity standards, recommending new approaches for enhancing performance and productivity when appropriate

17. Other miscellaneous duties as assigned.

MINIMUM EXPERIENCE REQUIRED:

At least two (2) previous years of related healthcare Revenue Cycle experience, preferably within a Customer Service or Patient Accounts setting. Proficient at PFC Account Agent key responsibilities.



MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:

None



ADDITIONAL QUALIFICATIONS:

At least five (5) previous years of related healthcare Revenue Cycle experience specifically with knowledge of current Bad Debt collections practices as well as the Fair Debt Collection Practices Act. A Bachelor's degree from a recognized college or university. Previous experience working with Epic Resolute Hospital and Professional Billing as well as Epic Single Billing Office (SBO) functionality. Previous experience with or understanding of working in a Cisco Unified Contact Center environment.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.