Position Overview

Patient Accounts is responsible for the billing and debt recovery of patient, Medicare and Health Fund invoices raised for North Canberra Hospital (NCH). This includes, but is not limited to, accommodation, medical imaging services and admitted/non-admitted services. This team provides support to patients, internal and external stakeholders, as well as clinical and administrative staff members ensuring timely and accurate information is available to assist with both the patient experience and enhancing NCH revenue.

The Patient Accounts officer liaises with patients in relation to payment options and fees processes, including debt recovery and payment plans and is responsible for ensuring patient account services are delivered efficiently. This officer demonstrates a commitment ensuring patient confidentiality, customer service, excellence, initiative, attention to detail, the capacity to communicate effectively and operate as an effective team member.

Key responsibilities

Under limited direction of the Team Leader, Patient Accounts you will:

1. Provide high quality customer service (face-to-face, email, and phone).
2. Accurately process (invoicing and debt recovery) Medicare and health fund transactions, claims, identify errors and address issues in a timely manner.
3. Routinely review outstanding transaction with Medicare, patients, staff, and health funds and follow up as required.
4. Respond to routine outstanding transaction with Medicare, patients, staff, and health funds.
5. Ensure documents are scanned, updated, filed and stored appropriately and in accordance with the Territory Records Act 2002 (ACT).
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Specific responsibilities include but are not limited to the following.

• Be flexible, adaptable and comfortable with a changing working environment.
• Have strong interpersonal and negotiation skills, and the ability to develop and maintain positive working relationships across CHS and with external stakeholders.
• Be able to respond to and prioritise competing and often urgent requests in a calm and efficient manner, while maintaining high work standards and accuracy; and
• Have a commitment to achieving positive outcomes for clients and the CHS organisation.

CHS is committed to workforce diversity and to creating an inclusive workplace. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply.

Position Requirements / Qualifications

Essential

• CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates and contingencies.

Desirable

• Experience using an accounts or patient administration system in a healthcare environment.
• Experience or knowledge with Health (Fees) determination, and the national health reform agreement.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Fulfil the responsibilities of this role in alignment to the CHS Exceptional Care Framework and all other related frameworks.

Please note prior to commencement successful candidates will be required to:

• Undergo a pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

Important information

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.
• Comply with all relevant clinical and/or competency standards.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Well-developed written and oral communication and liaison skills, including evidence of consistently providing excellent customer service.
2. Ability to coordinate and explain financial information to stakeholders from a range of diverse backgrounds.
3. Sound planning, organisational and time management skills, with the ability to effectively self-manage as well as delegate tasks, and prioritise own and team member’s tasks to tight competing deadlines whilst remaining calm under pressure.
4. Demonstrated ability to enter large volumes of information with attention to detail.
5. Demonstrates understanding of, and adherence to, safety and quality standards, work, health and safety (WH&S) and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

Work Environment Description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.