Research credit balances on patient accounts for both patient and payer

Investigate each credit balance to determine if an over payment has been made

Determine the correct course of action to resolve the refund request or credit balance which could include but not limited to:

Notify payor representative to initiate takeback (recoupment) and provide support documentation as required to the payor representative.

Perform payment corrections or adjustment corrections, as needed

Process 'transfer of patient' payments to other patient accounts with outstanding balances within the patient accounting system

Ensures complete, accurate, and timely account notation and documentation in EPIC, including adjudication and credit balance refund processing.

Prepare appropriate refund task in EPIC for payor/patient refund request received

Review and follow up on refund/offset requests to ensure completion in a timely manner

Contribute to workflow/ improvement processes for credit balances.

Manage daily work queues of credit balances to ensure accounts are resolved timely

Perform regular reconciliations of patient accounts to ensure accuracy and completeness

Investigate and resolve any discrepancies or disputes related to patient accounts in a timely manner

Ensure compliance with credit balance review processes

Perform various clerical activities to support daily operations 

Ensures compliance with all CHN and affiliate policies, as well as all state and federal regulations

Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community

Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems

Provides positive and development feedback and accountability related to practices including, but not limited to, equity

Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that inequity plays in our society

Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions

Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn

Strong sense of accountability to equitable practices

Commitment to CHN Mission, Values, & Norms as well as Planned Parenthood’s ‘In This Together’ service ethos, workplace values, and service standards