Client Account Representative II

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General Statement of Duties: 

Performs a variety of moderately complex reimbursement tasks. The position requires exceptional attention to detail, intermediate spreadsheet and financial software skills, the capacity for handling a high volume workflow that may involve competing demands, and the ability to adapt to new work procedures and new situations, as well as maintaining client confidentiality.  The position coordinates work assignments/schedule and responsibilities with the Controller.  This position reports to the Reimbursement Supervisor.

This position is classified non-exempt under the provision of the Fair Labor Standards Act.

Major Essential Functions: 

  • Job duties will evolve and may change based on agency demands.
  • Functions as the face of the agency, working with clients for intakes daily along with the Client Account Representative I.
  • Completes duties listed below in tandem with other Client Account Representative I.
  • Conducts financial interviews, sets fees for each client in accordance with the agency policy, completes fee agreement forms, processes fee appeals for Controller’s approval, and scans all required documents in EHR system, attached to the client records.
  • Updates and verifies client information, including financial/income verification, insurances(s), and current contact information.
  • Works client account receivables for self-pay and after balances drop from insurances.
  • Assists in the collection procedures of client overdue accounts (legal action, set-off debt).
  • Prepares and send necessary paperwork to maintain CSB information with the state Set-Off Debt (SOD) Collection program, including processing Add, Change, and Update Forms.
  • Transmits SOD file to VA Department of Taxation and reconciles CSB SOD list with State SOD list. After match, may send official taxation letter and CSB discount offer letter to client.
  • Generates Set-Off Debt (SOD) report for Reimbursement Administrator approval; prepares letters of notification to taxpayer; and enters information in VA Department of Taxation as needed.
  • For any AR statements returned, updated client account if mailing address changes.
  • Maintains up-to-date knowledge of third-party and other payers’ requirements in order to assist with notifications within the electronic health record and maximize reimbursements from those sources of revenue.
  • Works with Insurance Reimbursement Specialist to reprocess billings as needed.
  • Documents and maintains procedures for intake processes. Seeks process improvements for efficiency.
  • Identifies clients for write-offs for approval by Controller monthly.
  • Maintains and supports internal controls for all activities in the Reimbursement Area including account receivable, collections, write-offs and any other activities as identified.
  • Maintains current knowledge of insurance companies’ requirements and other payers in order to maximize the reimbursements from those respective sources of revenue and assist with notifications within the electronic health record.
  • Maintains effective relationships with co-workers and clients based on courtesy, compassion, and respect.
  • May back up other departmental functions or perform other duties and special projects as assigned consistent with established operational policies and procedures.

Required Knowledge, Skills and Abilities:

  • Technical knowledge of medical billing, reimbursement, and accounts receivable practices, with emphasis on managed care and third-party payment requirements, Medicaid, Medicare, and other third-party payers; regulations, procedures, and systems.
  • Knowledge and navigation of billing system including reporting, preferable experience with Credible.
  • Work independently, coordinate responsibilities and assignments of others at the appropriate level. Ability to seek and use supervision appropriately.
  • Make decisions and initiate action based on established policies and procedures.
  • Ability to explain complex payment/billing issues in an understandable manner to others who don’t have the billing knowledge.
  • Demonstrate knowledge of computer operations in automated accounts receivable systems, office procedures and equipment;
  • Excel skills at an intermediate level, sorting, filtering, pivot tables, vlookups, and other formulas
  • Perform detailed work in an accurate, efficient, and professional manner.
  • Provide excellent customer service internal and external.
  • Ability to understand and follow oral and written directions.
  • Strong organizational, communication-both oral and written and interpersonal skills.
  • Ability to be a team player within the department, agency and external to others. Flexibility with work duties.
  • Maintain confidentiality of client and staff at all times.

Minimum Educational Experience:

Completion of high school or GED required.  Additional education, certifications or work experience preferred which could include college or business school courses; plus two-three years of experience in relevant customer service or administrative support work; reimbursement and third-party billing experience a plus; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Other Information:

Equipment: PC and designated software, adding machine/calculator, copy machine, fax machine, printer, document scanner, and telephone system.

Work Environment: General office environment with normal lighting levels, temperature ranges, air quality, ventilation, and noise levels. 

Work Location: 1241 North Main Street Campus, Harrisonburg, VA

Work Hazards: Some hazard associated with repetitive motion necessary for data entry/ typing; standard hazards associated with human services environment. 

Work Schedule: Hours will occur Monday – Friday between 8am – 5pm; hours scheduled as needed to meet agency operational needs.