Essential Job Functions:
- Perform collections activity based on collection queue/production goals by making outbound and receiving inbound telephone calls from patients who owe medical bills
- Provide first-rate customer service as first priority in a transparent environment as an extension of our client
- Work in a multitude of healthcare patient accounting systems to assist patient in resolving account
- Maintain a working knowledge of client policies and procedures
- Follow established call model to collect balance in full or secure payment arrangements prior to the account moving to bad debt
- Maintain acceptable call quality as determined by the management staff
- Assist the Unit Manager or Team Lead in working priority reports promptly, effectively, and efficiently and serve as a mentor to new employees by assisting with their training and development
- Close out an appropriate number of accounts each month as determined by management and use appropriate account maintenance on each account worked, including entering notes which detail actions
- Work with insurance companies as needed and complete any necessary correspondence to facilitate account resolution
- Escalate patient complaint calls as necessary to appropriate leadership for resolution
- Accept constructive criticism and listen to recorded calls in an effort to improve call quality and collection dollars
- Achievement of daily/weekly/monthly collection fee goals
- Strict adherence to HIPAA, HiTech and all state and federal regulations relating to account collections and patient privacy
- All other duties as assigned
Qualifications:
- Knowledge
- Working knowledge of collections
- Capable of meeting production goals
- High school diploma or equivalent.
- Experience
- Minimum 1 year work experience in customer service, medical billing or collections
- Prefer experience providing training and feedback to less experienced associates and experience in production driven environment
- Experience with standard office software products a must
- Skills/Aptitudes
- Demonstrated communication and problem solving skills and the ability to act/decide accordingly
- Ability to collect, create and research complex or diverse information
- Exceptional customer service and the ability to plan organize and exercise sound judgment
- Minimum (1) year of experience in a medical office setting highly preferred (i.e. ambulatory surgery center, hospital, doctors office) .
Preferred Certification(s):
- Billing/collections/coding certification from AAPC or AHEMA preferred