Patient Account Representative

Bargaining unit consideration begins on 4/9/26 and ends on 4/16/26.

Salary: $24.14-$35.11
Work Location: In-person; Monday - Friday 7:45 AM - 4:30 PM

Overview

The primary function of the Executive Accounts Specialist position is to act as a liaison (business representative) between the patient accounting office and the school's clinics to establish and enforce the School of Dentistry payment policies and procedures. This position will provide and gather information to assist in account establishment, fee collections, patient/guarantor/third party billing and handling, account billing inquiries, disputes, account detail, quality assurance and account adjustments/refunds. The Executive Accounts Specialist will interact with patients, guarantors, students, faculty, staff and the public to promote the timeliness of patient care, collection of patient fees and resolution of patient questions and concerns through helpful, friendly, clear, concise, knowledgeable and accurate verbal and written communications. .

Essential Functions

Account Management & Problem Solving 45%

• Communicates payment expectations and enforces the School's payment policies with patients/students and collects deposits or payments
• Promotes fee collections prior to services provided to reduce patient billings
• Formalize account terms with MHCP recipients and/or other state programs prior to initiation of treatment explaining plan coverage, plan restrictions, and/or non covered services
• Accesses computerized financial information to answer general questions as well as those related to specific accounts
• Assists in obtaining payment from third party payers on outstanding balances affecting payment performance on patient accounts (i.e.: obtaining new insurance information for submission)
• Resolves customer service or billing concerns by performing activities such as refunding money and/or adjusting accounts with appropriate authorization
• Checks to ensure that appropriate changes were made to resolve customer concerns
• Contacts customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
• Refers unresolved patient grievances to designated departments for further investigation
• Explains third party coverage and limitations to patients
• Contacts insurance company either by phone or Internet for insurance benefit information when necessary
• Contacts patient/guarantor either day prior or day of appointment regarding balance due on delinquent accounts and collects fees prior to next appointment
• Acts as contact person for patients/guarantors with current -150 day old accounts
• Breaks down account summary-charges, payments, adjustments and identifies past due balances, previous write offs and is able to explain to patient/guarantor
• Investigates patient concerns received by mail, phone, or in person
• Refers account problems/concerns to supervisor or private collection agency when necessary
• Explains, promotes, and adheres to clinic and payment policies and procedures
• Notifies students/resident/faculty via copy of EOB (explanation of benefits) in appropriate mail box with results of pre-determinations/prior authorizations
• Works during peak periods such as the beginning and end of each clinic session and/or during each billing cycle

Cash Handling/Bookkeeping/Accounts Receivable 20%

• Follows proper cash handling policies and procedures outlined by U of M
• Calculates and gives correct change and/or collects appropriate payments
• Prepares receipts for phone payments each day and delivers to cashier's office
• Reviews and audits patient record for complete entries when reconciling against computer system
• Processes daily A/R adjustments and refunds with minimal errors

Customer Relations & Services 15%

• Communicates with patients, students, staff, and faculty in a friendly, helpful, and business-like manner whether in person or by phone.
• Greets patients in a pleasant manner by determining the nature and purpose of the visit and directing or escorting them to specific destinations
• Provides information about the school such as location of departments/offices or students, residents, faculty and staff within the University
• Operates telephone system to answer, screen and forward calls providing information and/or taking messages
• Attends and participates in clinic and other operational meetings
• Attends and /or participates in orientation sessions
• Provides training to students, staff, and faculty regarding patient accounting requirements, procedures and expectations

Data Processing and Entry/General Office Equipment 15%

• Updates and /or enters pertinent information on axiUm, Dentistry's patient management computer system
• Operates computers programmed with accounting software to record, store and analyze information
• Checks figures, postings and documents for correct entry, mathematical accuracy and proper ADA procedure codes
• Keeps records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken on axiUm patient management system
• Prepares letters, memos, or e-mails to correspond with patients/students/residents/staff/faculty
• Accesses Internet for various websites to verify MHCP or insurance eligibility
• Operates general office equipment i.e.: copier, fax machine, calculator and telephone system
• Navigates Dentistry computer system efficiently through knowledge of axiUm patient management system
• Enters and processes third party pre-determinations/prior authorizations
• Enters write offs into axiUm as received
• Processes check request forms for entry into PeopleSoft for completion of refunds to patients, guarantors, or other payers
• Places electronic holds for incomplete contracting and/or delinquent account holds as needed
• Enter Care Credit applications and/or process transactions online for Care Credit finance options

Back-up Coverage and Other Duties 5%

• Reviews and processes 60 day report (updating insurance or MHCP coverage)
• Provides back up coverage when other staff are absent
• Complies with federal, state and University policies, procedures and regulations
• Processes returned mail for correct addresses

Employer reserves the right to change or assign duties to this position as long as the changes and/or additions are consistent with the job classification. The percentage of time spent on essential functions will vary by work location.

Required Qualifications (must be mentioned on application/resume):

• High School Diploma or GED.
• Experience working with Explanations of Benefits (EOB).
• Four years of office service experience and/or training beyond high school to include:
  • customer service (phone and in-person),
  • experience with computers,
  • bookkeeping (accounts receivable),
  • cash handling and/or fee collections.
• Intermediate digital literacy skills, including email, word processing and spreadsheets.

Preferred Qualifications:

• Strong communication and interpersonal skills, in-person and over the phone.
• Accounts receivable (A/R), third party filing, policy and billing experience.
• Ability to define problems, evaluate options and implement solutions. Ability to investigate accounting problems.
• Ability to organize and analyze information from variety of resources.
• Accuracy in A/R and cash balancing. Accuracy in reconciliation of patient accounts.
• PC skills for data entry and retrieval in server system and utilizing MS word and Excel programs.
• Strong time management and multitasking skills, including organization and prioritization skills in meeting deadlines.
• Must be able to handle difficult/challenging situations.
• Independent and team work setting.
• Experience with varied pace office setting and with dental terminology and dental setting

The University of Minnesota School of Dentistry is the state's only dental school and the only dental school in the northern tier of states between Wisconsin and the Pacific Northwest. The School of Dentistry advances health through scientific discovery, innovative education, and the highest quality care for all communities. Our impact extends beyond dental offices to classrooms and clinics throughout the region. We educate dentists, dental specialists, dental therapists, dental hygienists, dental educators, and research scientists.

Pay Range: $24.14 - $35.11; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).