Career Center

The University of Minnesota School of Dentistry is recruiting a Patient Accounts Representative to join our team!

• The pay range for this position is $23.08 - $25.00/hour (or $48,000 - $52,000/year) depending on your experience and qualifications.
• The standard work hours for this position are 8:00-4:30 p.m. with a 30 minute lunch break.  There may be flexibility in the start and end time as determined with the supervisor.  

The Patient Accounts Representative 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.

If a patient questions their bill, you’ll help get to the bottom of the issue! 

In this position, you’ll:

• serve as a liaison (business representative) the patient accounting office and the school’s dental clinics.
• communicate and implement the School of Dentistry’s payment policies and procedures.
• provide and capture information to assist patients in establishing their accounts and help them with questions about their accounts and bills.
• collect fees for dental services, handle patient/guarantor/third party billing.  
• perform quality assurance and account adjustments/refunds.

The Patient Accounts Representative is a member of the Patient Accounting team. We rely on each other to make the strongest team possible!  We support the mission of the School of Dentistry, which is to advance health through scientific discovery, innovative education, and the highest-quality care for all communities.

We look after you:

• Comprehensive and competitive benefits package that includes medical, vision, dental, and pharmacy coverage; life insurance; retirement; long-term care insurance; and disability coverage - see below for more.
• Come. Work. Stay. Play. The U of M is conveniently accessible by light rail, bus, and bike. And we offer discounted bus/train transportation through our “U-Pass” program.
• The University of Minnesota embraces diversity and equal opportunity. We are committed to forming a team that represents a variety of backgrounds, perspectives, and skills!

The detailed position responsibilities of this position:

Account Management & Problem Solving 45%

• Communicate payment expectations and enforce payment policies with patients and students and collects deposits or payments.
• Promote 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.
• Access computerized financial information to answer general questions as well as those related to specific accounts.
• Assist in acquiring payment from third party payers on outstanding balances affecting payment performance on patient accounts (i.e.: acquiring new insurance information for submission).
• Resolve customer service or billing concerns by performing activities such as refunding money and/or adjusting accounts with appropriate authorization.
• Check to ensure that appropriate changes were made to resolve customer concerns.
• Contact customers in order to respond to inquiries or to advise them of claim investigation results and any planned adjustments.
• Refer unresolved patient grievances to designated departments for further investigation.
• Explain third party coverage and limitations to patients.
• Contact insurance companies either by phone or internet for insurance benefit information when needed.
• Contact patients/guarantors either day prior or day of appointment regarding balance due on delinquent accounts and collect fees prior to next appointment.
• Act as contact person for patients/guarantors with current - 150 day old accounts.
• Break down account summary-charges, payments, adjustments and identifies past due balances, previous write offs and is able to explain to patient/guarantor.
• Investigate patient concerns received by mail, phone, or in person.
• Refer account problems/concerns to supervisor or private collection agency when needed.
• Explain, promote, and enforce clinic and payment policies and processes.
• Advise students, residents, and faculty via copy of EOB (explanation of benefits) in appropriate mail box with results of pre-determinations/prior authorizations.
• Work 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%

• Follow accurate cash handling policies and procedures outlined by U of M.
• Calculate and give accurate change and/or collects appropriate payments.
• Prepare receipts for phone payments daily and deliver to cashier’s office.
• Review and audit patient records for complete entries when balancing against computer system.
• Processes daily A/R adjustments and refunds with minimal errors.

Customer Relations & Services 15%

• Connect with patients, students, staff, and faculty in a friendly, effective, and business-like manner whether in person or by phone.
• Greet patients in a cheerful manner by determining the nature and purpose of the visit and directing or escorting them to specific destinations.
• Provide information about the school such as location of departments/offices or students, residents, faculty and staff within the University.
• Operate our telephone system to answer, screen and forward calls providing information and/or taking messages.
• Attend and participate in clinic and other operational meetings.
• Attend and participate in orientation sessions.
• Provide training to students, staff, and faculty regarding patient accounting requirements, procedures and expectations.

Data Processing and Entry/General Office Equipment 15%

• Update and/or enter pertinent information on axiUm, Dentistry’s patient management computer system.
• Operate computers programmed with accounting software to record, store and analyze information.
• Check figures, postings and documents for accurate entry, mathematical accuracy and proper ADA procedure codes.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken on axiUm patient management system.
• Prepare letters, memos, or e-mails to correspond with patients/students/residents/staff/faculty.
• Access Internet for various websites to verify MHCP or insurance eligibility.
• Operate general office equipment i.e.: copier, fax machine, calculator and telephone system.
• Navigate Dentistry computer system efficiently through knowledge of axiUm patient management system.
• Enter and process third party pre-determinations/prior authorizations.
• Enter write offs into axiUm as received.
• Process check request forms for entry into PeopleSoft for completion of refunds to patients, guarantors, or other payers.
• Place 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%

• Review and process 60 day report (updating insurance or MHCP coverage).
• Provide back up coverage when other staff are absent.
• Follow federal, state and University policies, procedures and regulations.
• Process returned mail for accurate addresses.

All required qualifications must be documented on application materials

Required Qualifications

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

About University of Minnesota Twin Cities

The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.

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