Patient Accounts is responsible for the billing and debt recovery of patients, 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 to patient confidentiality, customer service excellence, initiative, attention to detail, effective communication and teamwork.

The Patient Accounts Officer duties include:

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. Review outstanding transactions with Medicare, patients, staff and health funds, and follow up as required.
4. Respond to enquiries relating to outstanding transactions in a timely and professional manner.
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.

Be flexible, adaptable and comfortable with a changing working environment.

Perform the following patient accounts duties for the North Canberra Hospital:

• Assist in preparation of debt recovery accounts.
• Prepare payment plans.
• Assist in preparation of reports/documents to internal and external stakeholders.
• Provide analysis of data and interpret accounts as requested.
• Provide monthly reports on debt recovery 90+ days accounts.
• Maintenance and administration function of systems including DHR and PBRC.
• Assist and support the patient accounts team members with invoicing and receipting as required.
• Receive, resolve and redirect rejections/invoices to certifying and approving officers
• Enter payment plan into the system and monitor regularly.
• Attend to client enquiries
• Other relevant duties as requested with the finance and accounts team

Specific responsibilities include but are not limited to the following.

Specific responsibilities include but are not limited to the following.

Essential

• Prior work experience in the ACT Government environment, including the preparation of debt recovery accounts, assisting with month end processes and debt write off reconciliations
• Demonstrated high level oral and written communications and analytical skills
• Strong prior experience with Excel skills including data manipulation functions
• Demonstrated computer literacy and ability to use Digital Health Record systems, in particular patient verification in clinical
• Experience in debt recovery in hospital billing environment
• Experience working with Medicare or health fund claims

Desirable

• Project delivery experience on a live clinical or operational facility is highly desirable.

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

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.

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.

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 and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

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.

Administrative	Frequency
Telephone use	Frequently
General computer use	Frequently
Extensive keying/data entry	Occasionally
Graphical/analytical based	Occasionally
Sitting at a desk	Frequently
Standing for long periods	Occasionally

Psychosocial demands	Frequency
Distressed People e.g. Emergency or grief situations	Occasionally
Aggressive & Uncooperative People e.g. drug / alcohol, dementia, mental illness	Never
Unpredictable People e.g. Dementia, mental illness, head injuries	Never
Restraining e.g. involvement in physical containment of clients/consumers	Never
Exposure to Distressing Situations e.g. Child abuse, viewing dead / mutilated bodies; verbal abuse; domestic violence; suicide	Never

Physical demands	Frequency
Distance walking (large buildings or inter-building transit)	Occasionally
Working outdoors	Never

Manual handling	Frequency
Lifting 0 - 9kg	Never
Lifting 10 - 15kg	Never
Lifting 16kg+	Never
Climbing	Never
Running	Never
Reaching	Never
Kneeling	Never
Foot and leg movement	Never
Hand, arm and grasping movements	Never
Bending/squatting	Never
Bend/Lean Forward from Waist/Trunk twisting	Never
Push/pull	Never
Sequential repetitive movements in a short amount of time	Never

Travel	Frequency
Frequent travel – multiple work sites	Occasionally
Frequent travel – driving	Occasionally

Specific hazards	Frequency
Working at heights	Never
Exposure to extreme temperatures	Never
Operation of heavy machinery e.g. forklift	Never
Confined spaces	Never
Excessive noise	Never
Low lighting	Never
Handling of dangerous goods/equipment e.g. gases; liquids; biological.	Never
Slippery or uneven surfaces	Never