Nationwide Children's Hospital

  • Patient Accounts Rep Customer Service - Patient Accounts

    Posted Date 3 days ago(7/12/2018 9:21 AM)
    Requisition ID
  • Overview

    The moment you walk through our doors, you can feel it. When you meet one of our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it, too. Welcome to Nationwide Children’s Hospital, where Passion Meets Purpose.

    Here, Everyone Matters. We’re 12,000 strong. And it takes every single one of us to improve the lives of the kids we care for, and the kids from around the world we’ll never even meet. Kids who are living healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

    Ask anyone with a Nationwide Children’s badge what they do for a living. They’ll tell you it’s More Than a Job. It’s a calling. It’s a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

    Nationwide Children’s Hospital. A Place to Be Proud.

    The Service Representative is responsible for the timely processing of any duties or activity affecting prompt monetary reimbursement to the hospital for services which it has rendered. This includes efficient billing of claims to patients and third party payers, timely follow-up/collection activity to accounts, and prompt response to customer requests and inquiries. Employees work extensively with parents, third party payers, state/federal/local governmental agencies, and physicians.


    1. Responds to requests and complaints from any concerned party via telephone, written communication, or in person. Works with Collection Agencies, Insurance Companies and Departments within Children's Hospital. Ensures customers are contacted every 2 days until problem/question is resolved.

    2. Collects payments due from parents.

    3. Works with Parents to obtain Financial Assistance Healthy Start, BCMH, AEMA, HCAP and Charity.

    4. Negotiates payment arrangements with parents.

    5. Approves settlements and discounts with payers and parents as needed, adjusting and documenting accounts as appropriate.

    6. Processes all Returned Mail including skip tracing and contacting doctors offices for information.

    7. Acts as a liaison between the collection agency and parents.

    8. Identifies payer problems and initiates recommendations for solution to supervisor.

    9. Acts as a liaison between the hospital and third party payers in resolving billing and reimbursement issues.

    10. Attends conferences and inservices to stay up to date in knowledge of payer requirements and regulations for billing and reimbursement and incorporate data learned into the work being processed.

    11. Serves on and contributes to various task forces within the department and/or hospital.

    12. Maintains knowledge base to provide coverage for other areas when needed.

    13. Performs other related duties as assigned.



    1. High school diploma or GED, Associates degree preferred.

    2. Minimum of 4 years experience in customer service

    3. Minimum of 2-3 years experience in medical billing and claims follow-up.

    4. Knowledge of medical terminology, various claim forms, third party contracts and payment patterns, CPT and ICD9 coding, and reimbursement regulations and policies of third party payers.

    5. Ability to relate to diverse age and demographic backgrounds.

    6. Knowledge of Healthy Start, BCMH, AEMA and Financial Assistance.

    7. The ability to do data entry and work a calculator.

    8. One year experience working on a mainframe computer. Experience using Outlook, Word and Excel.

    9. Problem identification and problem solving skills are required.

    10. Excellent interpersonal, verbal, and written communication skills.

    11. Excellent organization skills and the ability to comprehend and follow written and verbal instructions.


    Sitting Constantly (67-100%)

    Typing on a keyboard Frequently (34-66%)

    Standing/walking Occasionally (0-33%)

    Able to independently lift up to 25 lbs. Occasionally (0-33%)

    The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.


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