Northeast Georgia Health System

Collections

• Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum.
• Identifies self by name and department, handles call in professional manner, asks if all issues resolved and if anything else may be needed prior to ending call.
• Performs collection activities on outstanding patient balance, offering payment arrangements per guidelines when patient unable to pay in full (Monthly Payment Plans; Payroll Deduction).
• Reviews accounts thoroughly, verifying balance to be correct.
• Performs required action to correct balances found to be in error.
• Refers errors to other departments for assistance only when appropriate.
• Analyzes all details of account for accuracy and resolves all insurance questions including payment, adjustments and benefits.
• Researches all patient complaints and inquiries in a timely manner, keeping patient informed of progress when other departments must be consulted.
• Escalates issues to SPRC leadership following standard work guidelines.
• Documents and uses appropriate disposition codes in system for every account, including any action taken in order to allow for trending and process improvement as well as continuity of customer service.
• Meets or exceeds required quality, productivity and collection performance standards as determined by SPRC leadership.
• Follows required collection process.
• Follows all department and NGHS guidelines, policies, and standard work.
• Provides resolution to patient calls and/or walk-ins based on established standards and procedures.
• Attends all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (unless excused).
• Serves as a positive role model to all staff members, physicians, patients and visitors.
• Remains in good standing with all NGHS policies including those related to attendance, positive attitude and staff development.
• Works with patient/guarantor to find insurance, third-party sponsorship, settlement, or to begin charity process.
• Responsible for forwarding information found to appropriate Specialist for follow-up.
• Follows scripting guidelines outlined by Supervisor/Manager when interacting with patients to maintain high quality of service.
• Listens and thinks critically to make sound judgments on patient accounts.
• Maintains an understanding of health insurance and EOB's, collection processes and techniques, and NGHS Financial Assistance Programs.
• Adapts to frequently changing atmosphere including organizational and technological changes.
• Performs other duties as assigned, including but not limited to bankruptcies, researches estates, and follows up on defaulted internal and external payment plans.
• Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving with co-workers and helps identify trends affecting patient billing and customer satisfaction.

Patient Contact Center Representative, Patient Billing / Collections, Georgia