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Patient Account Representative

JOB TITLE:                  Patient Account Representative

REPORTS TO:             Business Office Supervisor/Business Office Manager/Chief Financial Officer

FLSA CLASS:              Non-Exempt

DATE REVISED:          February 1, 2018



The Patient Account Representative is assigned to a specific team and is responsible for following MedStar’s procedures and/or productivity expectations specific to each individual unit.



  • Process and respond to all patient and insurance correspondence.
  • Add or correct any billing information to the A/R system, i.e., Medicaid, Medicare number, insurance information, etc.
  • Schedule any needed claims for billing.
  • Process return Mail (paper & electronic)
  • Send letters to patients requesting necessary information, such as supplemental insurance information, letters of medical necessity, Medicare explanation of benefits, etc.
  • Send letters to patients requesting payment on accounts.
  • Maintain appropriate physical and mental health required to perform the essential functions of this job.
  • Regular and timely physical attendance during assigned work hours.
  • On-call and overtime work required in emergencies and at other times as directed or assigned.



  • Promote a positive work environment.
  • Work effectively as member of the MedStar team.
  • Complete other projects and/or responsibilities as assigned by the Business Office Manager or Chief Financial Officer.
  • Ensure confidentiality of medical and all other discretionary information.




  • Verification of all required information to ensure appropriate billing
  • Apply complete and accurate updates to the billing system


Balancing / Returns / Corrected

  • Balancing the ePCR’s with daily CAD Report to account for any missing trips
  • Processing all reports applicable to determining dry runs, multiple patient transports, specific call types, etc.
  • Data entry of certain required information into the billing system.
  • Consistent processing and/or monitoring of those trips in the Quality Assurance Workflows to ensure corrections are being made, etc.
  • Return charts to medics for corrections as needed.



  • Review of all completed ePCR’s to determine complete and accurate information to ensure appropriate documentation and / or billing guidelines are being met.
  • ICD-10 Diagnosis Coding
  • Complete and Accurate Date Entry of all Information Required for Appropriate Billing of a Trip
  • Return accounts to the verify team as need for updates


Follow-up & Advocacy

Collections/Handling Patient Accounts

  • Monitor and maintain the accounts receivables by processing aging reports and/or specific workflows as indicated by the MEMSA collection procedures for each follow-up unit.
  • Process all denials and appeals in a timely manner
  • Follow through with calls and other collection procedures as assigned.
  • Document all attempts at contacting responsible parties for outstanding accounts.
  • Refer accounts to one of the BO Supervisor or Billing Manager when necessary.
  • Receive incoming telephone calls regarding accounts.
  • Return messages daily.
  • Assist walk-in customers as needed.
  • Document customer complaints regarding service or billing and refer to your Supervisor, who forwards them to the Administrative Assistant for processing.



  • Air conditioned office environment



  • Sit for extended periods of time
  • Walk, stand, bend, squat, twist and reach
  • Simple grasping and fine manipulation
  • Extended keyboarding



  • Must not have been excluded by the OIG to Participate in Federally Funded Heath Care Programs
  • High School Diploma or GED
  • At least three (3) years of experience in data entry and medical billing
  • Knowledge of medical terminology
  • Knowledge of medical insurance claim filing processes
  • Ability to use 10-key by touch and type 40 wpm
  • Experienced in the use of personal computers
  • At least one (1) year of previous office experience in a structured environment
  • Effective communication skills
  • Strong customer service skills
  • Strong ability to multi-task and work well under pressure Ability to perform multiple tasks simultaneously with a high degree of accuracy
  • Must not have been excluded by the OIG to Participate in Federally Funded Heath Care Programs



  • Experience in Ambulance ICD-10 coding
  • Knowledge of Ambulance Medicare policies and procedures
  • Knowledge of Ambulance Medicaid policies and procedures

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