Job Description

Associate Rep, Account Follow Up

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Associate Account Follow Up Representative is an entry level follow up position within the Patient Accounts Department. The Associate is responsible for assisting in the reimbursement and/or resolution of patient account balances and is accountable for tasks related to the resolution of patient concerns. This role may be responsible for working account balances in any of the following areas:

  • Self-pay Account Follow-up focusing on the inbound call center and collection of the patient responsibility balances leveraging assistance programs and tools
  • Insurance Account Follow-up (hospital or physician)
  • Administration of financial programs supporting the patient with medical balances such as Financial Assistance, Co-pay Assistance, Free Drug, Drug Replacement, etc.

The Associate Account Follow up Representative is often the first point of contact for CTCA patient inquiries to the patient accounts department. Responsibilities include: inbound calls, meeting with walk-in patients, external inquiries from payers or other representatives of the patient, and outbound calls to payers, or patients to discuss accounts. This role works within established guidelines and has limited decision-making responsibility within these policies and procedures. The Associate Account follow up Representative must interpret account information accurately to understand account balances, billing issues and reconcile payment posting and adjustments. In addition, they must ensure a patient’s account reflects detailed and accurate documentation regarding each inquiry or each worked account. The Associate Account Follow Up Representative has responsibility for activities in support of the account management for patients. These activities include follow-up on account status with insurance/patient for expected payment, responding or escalating payer requests or issues, timely review and processing of correspondence regarding accounts, medical records, litigation, etc. on a daily basis. This role also may serve as a back-up for the Account Follow Up Representatives by answering voicemail inquiries to their workstation or assist with account inquiries in their absence. The Associate Rep may also escalate accounts to the Rep for further action. The efforts of the Associate Account Follow Up Representative assist in the overall Patient Accounts Department goal to optimize reimbursement of CTCA hospital and physician accounts and provide prompt and friendly customer service to inbound callers and walk in patients as well as outbound calls, consistent with CTCA’s mission, vision, and values. Associate Account Follow Up Representatives report to the Account Follow Up Supervisor.

Job Accountabilities

Account Follow-up and Collections 45%

  • Receives inbound calls into Patient Accounts, and may be assigned to the inbound call center
  • Responsible for assigned worklist. Follow-up completed as defined by supervisor (patient or insurance)
  • Researches patient/account history in preparation for follow-up
  • Assess patient’s financial ability to pay in full, payment plans, or financial hardship by leveraging program guidelines
  • Insurance follow-up for status of payment or dispute of initial payment
  • Outbound patient calls to resolve coordination of benefits or other insurance issues
  • Identify cash transfer needs, patient account problems, re-bills and where to escalate
  • Works assigned correspondence within the month received, and escalates as appropriate
  • Patient follow-up for defaulted payment plans, and returned statements
  • Recommends uncollectable balances to supervisor for adjustment

Account and Patient Support 45%

  • Maintain base knowledge of payer contracts
  • Responsible for administration of negotiated payment plans or financial assistance (patient communication, account documentation)
  • Works incoming and return mail accurately, by conducting research using internet tools, making outbound calls, adding appropriate account comments and maintaining accurate patient demographic information
  • Required to have general knowledge of Patient Accounts functions and utilize software (e.g. Access Manager Patient Financial Manager, Customer Relationship Manager, Sunrise Record Manager, Sunrise Clinical Manager, Enterprise Scheduling, PIC, Salucro, Diamond View)
  • Responsible for voice mail boxes for the call center, and specific Follow Up Representatives that are out of the office and respond accordingly
  • Access and sort Lockbox information for all entities (hospital/physician); note accounts and ensure Lockbox mail is delivered to appropriate Patient Accounts team.
  • Responsible for properly updating and noting AMPFM accounts with expired patient information.
  • Pull account summary statements for patients and distribute accordingly
  • Provides back-up for inbound and outbound mail processing, including assisting Operations Center staff with mail processing when necessary
  • May provide front desk support; meet/greet walk-in patients and visitors


Relationship and Communication   10%

  • Provides site support regarding patient questions and may serve as back-up to site
  • Financial Counseling for patient questions due to capacity
  • Escalates account and/or patient issues to the Account Follow-up Rep or Supervisor as appropriate
  • Coordinates account resolution across Patient Accounts functions (billing, posting, adjustments, etc.)
  • Communicate insurance changes and verification requests to responsible Patient Accounts stakeholders
  • Responsible for timely and accurate documentation in applicable systems
  • Adhere to written CTCA, and Patient Accounts specific policies and procedures, CTCA Financial Policy and all HIPAA rules and regulations at all times.
  • Demonstrates the spirit of CTCA’s values and standards through actions and speech

Education/Experience Level

  • Must be a High School graduate or equivalent
  • Associates degree is preferred
  • Must have minimum of one to two years of experience in call center, registration, collection and verification in a healthcare setting or similar service profession

 Knowledge and Skills 

  • Insurance exposure with the ability to read an Explanation of benefits required
  • Familiarity with ICD coding, insurance terminology
  • Ability to apply contract terms, and interpret policy
  • Familiarity with software and the ability to utilize internet tools and applications
  • Proficiency with conducting research via internet tools
  • Analytical experience, with the ability to input and manipulate spreadsheets
  • Must have good written and advanced verbal communication skills
  • Must have outstanding telephone communication and customer service skills
  • Must be able to perform routine mathematical, color coding and alphabetizing functions
  • Postage machine and processing Federal Express packages experience preferred.
  • Must have strong organizational skills able to manage multiple priorities
  • Must be efficient, reliable, goal orientated and adaptable to change while maintaining productivity levels

  

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit:  Jobs.cancercenter.com to begin your journey.

Application Instructions

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