Patient Collections Representative

Job Purpose: 

To provide Customer Service for patients concerning the resolution and management of their patient account(s) and to undertake outbound telephone collection calls to resolve outstanding patient accounts in an automated call center environment. Some evening and weekend work may be required. 

Education and Work Experience: 

• High School diploma or equivalent education required.   

• Must have 6 months of experience working in a medical office setting, hospital patient accounting office or AR or bad debt collection outsourcing firm.   

• Call center or healthcare collection experience or healthcare patient accounting experience preferred.   

• Must be familiar with information systems, demonstrate ability to organize and prioritize work, provide excellent verbal and written communication, and demonstrate customer service recovery skills and the ability to deal with patients and staff in a tactful and diplomatic manner.   

• Must exercise good judgment and discretion while following written and verbal instructions and policies.   

• Must demonstrate the ability to handle a high volume of patient account calls actions and inquiries.  Must be able to manage time efficiently, handle a high-volume work queue and recover outstanding receivable at a competitive level with other staff. 

• Direct supervision of site management.  Available for evening and weekend work as goals and workload dictate.  

Licensures, Registrations, Certifications: 

• N/A 

Physical Requirements: 

• Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, each in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors. Frequently list and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs. infrequently work in dusty areas and confined/cramped spaces.  

Job Responsibilities: 

60% 

• Handle inbound and outbound collection calls to and from patients. guarantors and third parties to effectively manage customer accounts, resolve patient questions and provide customer service.  

• Manage a heavy volume of Patient Accounts in a work queue environment, collecting accounts via on-line payments, promises, and payment plans while resolving any accounting issues, disputes or customer complaints in a customer service friendly and professional manner.  

• Assist patients in completing and applying for financial assistance as needed.  

• Update patient demographics, insurance information and guarantor information to maintain accurate patient information.  

• Accurately and consistently document all collection actions and fully document all collection conversations.  

• Comply with all HIPAA privacy regulations and protect the confidentiality and privacy of patients and guarantors and their personal financial records.  

• Maintain compliance with federal and state regulations and organizational policies. 

35% 

• Assist office with administrative duties as need to include typing, contacting insurance companies, researching documents, coping of records, handling mail phone and email requests for insurance companies, attorneys, patients and any other request. 

•  Maintain and manage all incoming and outgoing mail. 

5% 

• Other duties as assigned.