Customer Service and Collections

Facility: 1800 Parkway Center

Job Summary:

Functions under the direction of the Supervisor Customer Service. Makes outbound calls and receives inbound calls relative to the management, cash collection and/or final disposition of patient account balances due from patients and/or other responsible parties, optimizing cash flow, while demonstrating excellent customer service skills.

Core Responsibilities and Essential Functions:

Responsible for account management, customer service, cash collection and/or final resolution of balances after they become “self-pay” account balances.

- Receives computer generated, management-assigned “work queues” or account inventories of self-pay account balances to be collected or achieve final resolution
- Via inbound / outbound phone calls, letters, emails, faxes or walk in visits, etc., works with patients/responsible party and negotiates acceptable payment arrangements to resolve the account balance.
- Validates accuracy of self-pay balance and validates with patient their responsibility and determines there is no other responsible party or other coverage (previously undocumented).
- Documents negotiated payment commitment in account notes and “queues” account for appropriate future follow up. Accepts payments via credit card, check or cash.
- Answer calls regarding Financial Assistance Program. Provide caller with all information available to representative relative to the application and the process. Provide either a mailed copy of the Financial Assistance Program application or direct patient to the online version.
- Refer calls to other entities handling WellStar accounts, including but not limited to bad debt agencies, Harkins and Henry, etc. Accurate and timely completion of special projects as assigned. As part of the above tasks, representative will perform all tasks in such a way to, at minimum, meet productivity and quality expectations as reviewed monthly with each representative. The targets and/or Key Performance Indicators are subject to adjustment quarterly by leadership. Provides high quality service excellence in accomplishing goals and objectives.

- Demonstrates proficiency in customer service, customer satisfaction and service recovery situations
- Demonstrates professional and congenial relationships with both inside (inter-departmental and associated departmental) and outside or external (patients, physician office colleagues, third party payers, etc.) customers
- Avoids “defensive” behaviors; listens well and responds in a positive, reassuring manner to achieve desired results
- Completes all other duties as assigned Respects and maintains the privacy of patients “protected health information.” Demonstrates and maintains compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA

Required Minimum Education:

High school diploma Required

Required Minimum License(s) and Certification(s):

Additional Licenses and Certifications:

Required Minimum Experience:

Minimum 3 years experience in a hospital, physician’s office or related healthcare office environment Preferred and
Minimum 2 years in healthcare account management with customer service experience Preferred

Required Minimum Skills:

Basic knowledge of medical terminology
Basic experience and knowledge of PC applications
Detailed-oriented, good organizational skills, and ability to be self-directed
Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
Flexibility to perform other tasks as needed in an active work environment with changing work needs
High-level problem solving, analytical, and investigational skills
Excellent internal/external customer service skills
Excellent communication skills to include oral and written comprehension and expression
Ability to:
• learn quickly and meet continuous timelines
• exhibit behaviors consistent with principles of excellent service
• demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
• Exhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)