Herc-Higher Education Recruitment Consortium

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit, unified adult cancer care and research center that is clinically integrated with UW Medicine, a world leader in clinical care, research and learning. The first National Cancer Institute-designated cancer center in the Pacific Northwest, Fred Hutch's global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy, and COVID-19 vaccines has confirmed our reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Based in Seattle, Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy, and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures for the world's deadliest diseases and make life beyond cancer a reality.

At Fred Hutch, we believe that the innovation, collaboration, and rigor that result from diversity and inclusion are critical to our mission of eliminating cancer and related diseases. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an antiracist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, antiracism, and inclusion.

Under general supervision, the Patient Account Representative is responsible for the handling of incoming calls and inquires related to patient accounts, responding to written correspondence, contacting patients and responsible parties to assist with the resolution of outstanding patient account balance. In addition, a variety of tasks relating to claims processing; contacts patients and responsible parties to resolve patient account balances ; investigates account status and initiates the collection process.

Responsibilities

• Handle a high volume of calls, emails, MyChart messages and inquiries from patients, families, caregivers, Fred Hutchinson Cancer Center (FHCC) staff, insurance companies and attorneys.
• Identify problem accounts with payors; investigate and correct errors, follow-up on missing account information, and resolve past-due accounts. Verify that all charges within a patient's account have been billed to the patient's correct insurance plan.
• Research and resolve rejected, incorrectly paid and denied claims in assigned workqueues within an established time frame. Verify claims and cash files are being sent and received and ensure accurate payment posting is applied to patient accounts from both patients and insurance carriers.
• Coordinate information on behalf of patients and providers to respond to inquiries regarding claim billing or insurance Explanation of Benefits and third-party liability claims.
• Receive and post patient payments over the phone, or electronically. Process refund requests as appropriate. Establish requested payment plans and monitor adherence to plans by responsible party.
• Utilize hospital billing system, payor websites and system interfaces to manage accounts in a timely and effective manner.
• Screen patients and initiate applications for Financial Assistance as requested by patients. Provide resources and information to patients and callers.
• Complete all necessary research and assign accounts to collection agencies or necessary court documents for patient bankruptcies and probate.
• Contact appropriate FHCC departments to obtain necessary information to resolve and follow up on inquires.
• Perform work in accordance with regulatory requirements, policies/procedures and departmental standards regarding HIPAA, patient confidentiality requirements and other government requirements. Ensure that proper billing procedures and privacy guidelines are implemented and carried out.
• Act as a liaison when a patient accesses SCCA/FHCC services

Qualifications

Required:

• High School diploma or equivalent.
• A minimum of one year customer service experience in a business setting
• Ability to communicate verbally, in person, on the telephone and in writing in a clear and concise manner.
• Strong listening skills.
• Ability to apply critical thinking and good judgment when resolving patient complaints/issues.
• Knowledge of medical terminology.
• Interpersonal/human relations skills.
• Ability to respond to questions in a tactful and professional manner.
• Ability to make basic numerical calculations.
• Ability to follow established processes and procedures.
• Ability to maintain accuracy and pay attention to details.
• Ability to interpret accounts and related documentation.
• Ability to troubleshoot and thoroughly review account information.

Preferred:

• Customer service skills
• Healthcare experience

SCCA has a mandatory COVID-19 vaccination policy, and there are no exceptions for any employee who is patient-facing and/or requires access to SCCA facilities.

Exceptions exist only for employees whose positions are fully remote, with no required access to campus. As a condition of employment, newly hired employees requiring access to campus must provide proof of vaccination before their first day of employment.

A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.

Our Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at hrops@fredhutch.org or by calling 206-667-4700.