PATIENT COLLECTIONS REPRESENTATIVE

Description

The Patient Collections Representative is responsible for the collection of patient balances from either self-pay accounts or balance-after-insurance accounts through direct phone contact, email, and in-person. The representative will be responsible for generating and fully reviewing prior to mailing patient statements for their assigned facilities within the corporate assigned timeframes.  The representative will be fully responsible for handling patient’s questions complaints, problems, and concerns and provide a full, detailed explanation of the billing process.

Qualifications

• Minimum Education: High School Diploma/ G.E.D.
• Knowledge of medical billing and customer service.
• Must be able to read, analyze, and interpret medical Explanations of Benefits documents.
• Minimum 2 Years of experience in customer service, collections, or medical billing is preferred.
• Strong communication skills in both oral and written.
• Ability to type 40 WPM.
• Ability to multitask like navigating a computer while on the telephone.
• Positive attitude, Team Player, and ability to work independently.
• Demonstrates excellent problem-solving skills and negotiating skills.
• Prior experience working with self-pay and commercial accounts is preferred.
• Knowledge of Centricity is beneficial.
• Familiarity with computer and Windows PC applications, which includes the ability to learn new computer systems applications.
• Willing to train the proper candidate.
• Bilingual/Spanish speaking is a benefit.

JOB RESPONSIBILITIES/DUTIES

• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment, and explanation of benefits [EOBs].
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Resolve patient calls to resolution in real-time through comprehensive and timely follow-up with the member on the specified date given to patients.
• Communicate and collaborate with the patient to resolve issues, using clear, simple language to ensure complete understanding of their bill/statement.
• Understanding and staying informed of the changes in procedures, billing guidelines, and laws for specific insurance carriers or payers.
• Initiating collection on all open patient balances with patients via statements and direct phone calls or emails with possible negotiation.  Will address all patient concerns regarding patient care, costs, and experience with the facility and billing.
• Set up and process patient payment plans as necessary.
• Respond to correspondence from patients.
• Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance.
• Perform other duties as assigned by the department manager.

WORKING CONDITIONS

• Frequent speaking, listening using a headset, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer.
• The service center with moderate noise level due to representatives talking, computers, printers, and floor activity.
• While performing the duties of this job, the employee is frequently required to stand, walk, and sit.
• Must submit to random drug screenings.

Salary : $18 - $20