Acting under the supervision of the Credit & Collection Manager, acts as a liaison between MMC and the extended business office(s) for the collection of patient responsibility account balances.  Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

1. Ensure EBO compliance with all state and federal regulations MMC policies regarding customer service, accurate system notation, appropriate collection and bad debt referral processes, and patient qualification for financial assistance toward resolution of accounts. Identify and recall accounts outside established parameters

2. Identify potential liability and make referrals to Risk Management Department as appropriate.

3. Reconcile all geographic information, documentation of collection efforts/account status, and financial information, within hospital based billing system and Extended Business Office (EBO) collections system.

4. Identify/add payer information, schedule payer bills for all insurance payers (with the exception of government claims), resolve account liability, and determine correct insurance allowances, discounts, and other adjustments for referral to Cash and Contractual Posting (CCP.)
5. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely.  I prevent defects and delays.

6. Investigate/resolve disputes regarding missing and/or misapplied payments processed by EBO.

7. Review and reconcile all EBO reports with hospital system, ensuring appropriate and timely return of accounts.

8. Investigate and resolve patient concerns/disputes. Demonstrate professional behavior and good judgment during negotiation/mediation of disputes between MMC and EBOs.

9. Obtain itemized bills and medical records as necessary to resolve account issues. Refer problematic accounts to staff, manager, or other resources as appropriate to ensure timely and appropriate resolution and return of accounts.

10. Determine appropriate hospital based staff, as necessary, for payment plans outside established EBO guidelines.

11. Other duties as assigned.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.