Collections Representative, Customer Service
Wellstar Health System
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Makes outbound calls and receives inbound calls to manage, collect, and resolve patient self-pay account balances
- Receives computer generated, management-assigned work queues or account inventories of self-pay balances
- Works with patients/responsible parties via phone, letters, emails, faxes, or walk-in visits to negotiate payment arrangements
- Validates accuracy of self-pay balance, patient responsibility, and determines other responsible parties or coverage
- Documents negotiated payment commitments in account notes and queues accounts for future follow up
- Accepts payments via credit card, check, or cash
- Answers calls regarding the Financial Assistance Program and provides application information or directs to online version
- Refers calls to other entities handling Wellstar accounts (e.g., bad debt agencies, Harkins and Henry)
- Completes special projects and meets productivity and quality expectations and KPIs as reviewed monthly
- Provides high-quality customer service, service recovery, and maintains professional relationships with internal and external stakeholders
- Respects and maintains privacy of patients' protected health information and participates in HIPAA educational updates
Requirements
- High school diploma
- Minimum 3 years experience in a hospital, physicians office or related healthcare office environment
- Preferred: 2 years in healthcare account management with customer service experience
- All certifications are required upon hire unless otherwise stated
- 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
- Demonstrates and maintains compliance with HIPAA regulations and guidelines