What are the responsibilities and job description for the Healthcare Collections Specialist position at Firstsource?
GENERAL SUMMARY:
The Healthcare Collections Specialist performs specialized collection work. This task is performed on behalf of clients to help in reducing their outstanding accounts receivables.
Foundation Knowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties and Responsibilities:
- Maneuver between several different software systems documenting accurate and up to date information in the account history while maintaining confidentiality of account information
- Maintain a confidential and orderly remote work area.
- Assist with obtaining and updating debtors contact information in client systems
- Answer inbound calls from patients who are requesting assistance with making a payment on their outstanding medical/healthcare accounts. This assistance may include providing suggestions of ways that a patient can find the resources to pay their account(s) or negotiate payment arrangements that are within the payment guidelines specific to the hospital or physician's office.
- Place outbound calls to patients who have yet to establish a payment or payment arrangements to resolve their outstanding medical/healthcare bills. Upon contact, provide assistance and suggestions of ways that a patient can find the resources to pay their account(s) or negotiate payment arrangements that are within the payment guidelines specific to the hospital or physician's office.
- Work closely within a virtual team atmosphere to accomplish daily productivity goals primarily regarding the number of calls made/received and the dollars collected each day.
- Work closely within a virtual team atmosphere to accomplish monthly dollars collected goals.
- Work virtually in a highly incented environment; contests and incentives are run weekly to ensure that all Collectors are motivated to work closely with patients and collect available monies.
- Daily commitment and agree to remain up to date with all aspects of the collection laws and company compliance requirements to ensure that all steps are taken while working with patients is in full compliance and within the regulations of the Fair Debt Collection Practices Act (FDCPA).
- Understand and agree to follow federal laws on collection practices
Additional Duties and Responsibilities:
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Maintain awareness of and actively participate in the Corporate Compliance Program.
- Assist with other projects as assigned by management
Educational/Vocational/Previous Experience Recommendations:
- High school diploma or equivalent is required
- Collection's experience is preferred
- 6 months customer service experience
- Ability to effectively work and communicate with patients, co-workers, and management both in person and remote virtual chat environments
- Ability to always present oneself in a courteous and professional manner
- Ability to stay on task with little or no management supervision
- Demonstrate initiative and creativity in fulfilling job responsibilities
- Capacity to prioritize multiple tasks using time management and organizational skills.
- Proficient PC knowledge and the ability to type 30-40 wpm.
Working Conditions:
- Remote work from home office, virtual Call Center environment.
- Must be able to sit for extended periods of time.
