Patient Financial Services Representative 4 - Customer Service (Bilingual)

Inova Health is hiring a Patient Financial Services Representative 4 for its call center. The role supports timely and accurate claims processing and follow-up, resolves complex account issues, and provides guidance to team members.

Responsibilities:

• Ensures that all clean claims are submitted the day they are received, submitted via the appropriate medium, and with all required attachments. Serves in the place of the supervisor or manager in their absence
• Resolves complex issues either through individual actions or by coordinating information/actions of other team members, Patient Accounts staff, other hospital departments, or at the payer level. Seeks assistance from supervisor when needed
• Ensures that claims are reviewed, corrections are identified/made or resolutions are initiated within 24 hours from the date that claims are received. Identifies the need for and provides support/guidance to other team members to promote their efficiency and productivity
• Handles complex and/or highest dollar accounts while providing appropriate follow-up based on established protocol or SRGs
• Ensures appropriate and timely documentation of all account activity while appropriately handling all correspondence within 48 hours of receipt
• Documents activity in HealthQuest and TRAC and ensures that documentation is professional, appropriate, accurately depicts actions performed, and is in accordance with departmental quality review standards
• Works payer response reports and rejection reports while ensuring they meet departmental productivity and quality review standards. Maintains knowledge of payer requirements, UB-92 standards, system (Hospital, clearinghouse, payer) functionality, and hospital policies and procedures
• Takes direction from management to resolve issues in addition to providing support, education, and guidance to team members. Performs duties, as assigned, in the absence of the supervisor or manager
• May perform additional duties as assigned

Requirements:

• Associate Degree or an additional three years of experience appropriate to the position under consideration
• 3 years of Experience in revenue cycle, finance, customer service or data analytics
• Bilingual (English and Spanish) strongly preferred to better support a diverse patient population
• Deliver exceptional customer service by addressing patient inquiries with professionalism, empathy, and clear communication
• Utilize EPIC to review, update, and maintain accurate patient account information
• Support a positive patient experience by assisting patients with billing questions, insurance coverage, and financial responsibilities
• Review and interpret Explanation of Benefits (EOBs) to resolve patient or insurance discrepancies
• Collaborate with insurance providers to verify coverage, process claims, and ensure timely resolution of billing issues
• Demonstrate openness to feedback and continuously adapt to improve service quality and efficiency
• Perform effectively in a remote work environment, maintaining productivity and accountability