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In-patient Account Representative

Purpose: The Inpatient Account Representative will serve as a liaison between our clients, the hospital and the appropriate department(s) in the hospital.  This position will enhance client service and allow our technicians to focus more on patient care.  Their primary duties include, but are not limited to, scheduling appointments and/or procedures, preparing treatment plans, entering charges, monitoring clients’ balances, and preparing all necessary paperwork for patients to be released. 


Skills and Qualifications:

Must possess strong communication skills and excellent customer service skills
Must have a thorough understanding of hospital procedures and services
Must have a basic knowledge of medical terminology
Must be proficient in computer skills and have a thorough working knowledge of AVImark
Must be highly organized and detail oriented to assure accuracy in their responsibilities
Must have the ability to interpret medical information and make decisions as it relates to fees
Will work in a team-oriented environment and must demonstrate a friendly, courteous, and professional demeanor at all times
Must present a neat, well-groomed appearance
Must understand and support the Hospital’s mission and overall direction


Reports to:  Hospital Service Manager & Client Care Supervisor

Although the IARs report to the Hospital Services Manager, they are still considered part of the Client Care team. All IARs will attend monthly Client Care team meetings, and will continue to help at the front desk when needed.  If an employee works as both an In-Patient Account Representative and a Client Care Representative, that employee will report to the manager of the department that they work in the most. For example, if an employee is a CCR 3 days a week, and an IAR 1 day a week, that employee will report to the Hospital Services Manager-Client Care.




·         Maintain hospital list (all patients in the hospital); email to appropriate staff daily

Serve as a phone contact for assigned department(s)

Carry the department phone, (when a technician from that department is not available), and schedule consultations, rechecks and procedures
Properly communicate all relevant information regarding medical procedures so that clients can make informed decisions in regard to scheduling procedures
Properly route calls to technicians or doctors when necessary
Check the voice mail for emergency and critical care doctors, post message in appropriate communication log

Request records from rDVM as necessary
Fax/email completed referral letters for assigned doctors when appropriate
Call rDVMs to confirm receipt of faxed ECS for overnight ER visits, and referral letter for specialty visits and hospitalized animals


Patient Accounts

Enter patient charges accurately, prioritizing as needed, assuring timely preparation for patients going home
Scan treatment plans into the patient chart and create a treatment plan flowsheet
Keep doctors updated on their client’s accounts, especially when reaching estimate limit and/or if charges exceed the estimate
Keep clients updated on their accounts, especially when reaching estimate limit and/or if charges exceed their estimate
Inform doctor when charges are finalized so they can review and make changes if necessary
Ensure all necessary paperwork is completed and in the client’s file for releases (discharge instructions, release form, client handouts, etc.) Once charges are posted by the doctor, communicate appropriately with and provide materials to CCR
Review invoices with clients when necessary, ensuring they understand the value of our services
Have understanding and knowledge of treatment and inventory lists. Need to be able to make changes as needed

Treatment Plans

Assist in creating treatment plans; maintain canned estimates database
Review treatment plans with clients as needed


Patient Daily Records

Create PDRs and update patient information as needed


Rescue organizations, Shelters, Adoptions

(FHAS, FRAN, CGA, Good Sams, WRAH owned animals)

Act as contact person for all related communications
Have understanding of all WRAH policies and procedures for each organization
Make appointments for all shelter pets and rescue organizations
File all necessary paperwork, including faxing treatment plans and updating accounts
Maintain and update patient files
Communicate with Adoption Coordinator regarding animals available for adoption through WRAH


Animal Control (All Jeffco municipalities)/FHAS

Responsible for notification to FHAS of all Good Samaritan animals
Responsible for notification to FHAS of all un-owned animal euthanasia
Attempt to locate owners of stray injured animals
Arrange for transport and ensure all paperwork is ready when animals are transferred to FHAS
Provide paperwork to Animal Control agencies for all reported dog and cat bites and coordinate with human resources


Deceased Animal Care

Responsible for all communication with Penny Lane, including but not limited to:

Assist in all pick up and deliveries of bodies
Order special urns
Research and communicate any problems/issues with a cremation

Call clients to inform them when their pets cremains have been returned
Log and track all clay paws
Log and track all personal items left behind by client



Other duties

Assist other In-Patient Account Representatives when needed
Provide back-up for other departments when necessary by being cross-trained
Conduct regular medical record audits
Update treatment board as needed
Schedule all employee pet appointments
Enter all employee charges for appointments, procedures, boarding, and hospitalization
Submit Trupanion claims for employee pets when needed
Help front desk as needed with phone calls and clients
Assist with restraint in treatment as needed
Discuss “money cases” with Accounts Receivable Manager
Review unposted charges daily; post or update as necessary
Keep work station clean and organized
Other duties as assigned


Physical Demands

The physical demands described are representative of those that must be met by the Inpatient Account Representative to successfully perform the essential functions of this job with or without reasonable accommodations.


Regular job duties may require:

Sitting and standing during the course of the day - frequently
Bending, squatting, and kneeling - occasionally
Pushing and pulling up to 20 pounds - occasionally
Lifting and moving up to 40 pounds - occasionally

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