Patient Account Analyst II - CBO Customer Service - Remote

ProMedica Health System Remote
analyst customer service remote billing patients customer service bankruptcy probate revenue revenue cycle cycle medical risk management
March 3, 2023
ProMedica Health System
Toledo, Ohio
Basic Purpose:

The Single Billing Office project specialist supports the department's function of patient billing and collections by performing a variety of analytical duties. This includes workflows for special billing scenarios and exceptions, requiring research into patient accounts. Also serves as an ambassador for patients who are calling in with inquiries regarding their physician or hospital billing statement. They are expected to consistently uphold the ProMedica standards of providing excellent customer service.

Primary Duties:
  • Review, analyze and resolve patient account issues related to legal, bankruptcy, probate, pro bono and a variety of other scenarios.
  • Verifies that accurate demographic and payor status information is reflected in the billing system which may include updating mailing information from address verification reports.
  • Uses EPIC Resolute Billing System to process adjustments and claims according to the revenue cycle policy.
  • Processes correspondence related to settlements, bankruptcy, probate, court documents, cease and desist requests and medical expense verification.
  • Monitors and resolves email and correspondence inquiries from patients, attorneys, and other ProMedica departments.
  • Processes patient complaints by directing to the appropriate department and adding information to the risk management tracking system.
  • Responds to inquiries from Risk Management Department by processing adjustments, researching account issues, and logging information in the risk management system.
  • Liaison to collection agencies, bankruptcy, probate, and other revenue cycle vendors.
  • Completes special projects as requested by revenue cycle leadership.
  • Responsible for analyzing, maintaining, and keeping accounts current in assigned workqueues.
  • Provides backup coverage for ProMedica patients in a Call Center setting by greeting them over the phone in a pleasant and professional manner according to the customer service policy.
  • Screens patients for financial assistance when applicable per policy guidelines.
  • Assists with payment arrangements for patients according to payment plan policy. Processes credit card and check by phone payments for services rendered.
  • Identifies and recommends process improvements related to current operating procedures.
  • May be required to represent organization in legal proceedings
  • Completes required education and training timely.
  • Other duties as assigned.
General Information/Qualifications :
  • Must have high school diploma or equivalent.
  • Must have medical billing or customer service experience in a physician or hospital environment.
  • Must have the ability to efficiently multi-task in a fast-paced environment using Epic patient accounting and other data tracking systems.
  • Must be able to understand directions and be able to communicate and respond to inquiries; r e q uires excellent written and interpersonal skills.
  • Must be able to input and retrieve information accurately from computer ; must have previous experience with Microsoft Office applications.
  • Must have an impeccable attendance record
  • Must be able to interpret complex medical and billing data from a variety of sources and explain it to patients in an effective way that is easily understood.
  • Must have thorough understanding of HIPAA Privacy regulations and be able to determine appropriate release of information.
  • Demonstrates ability to handle escalated situations.
ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact

Equal Opportunity Employer/Drug-Free Workplace

Requisition ID: 72795

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