Job Description

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To make payment arrangements for outstanding hospital account balances with client patients and guarantors through inbound and outbound calling via use of an auto-dial system. To note information regarding account status as accounts are worked and promptly respond to customer inquiries

Education/Experience

• High school diploma or GED required
• Prefer some college
• Prefer minimum of two years of work experience in customer service or healthcare office setting with familiarity with medical billing cycles, processes and procedures

Essential Job Functions

• Follow established procedures to resolve patient account balances utilizing available technologies
• Take inbound calls from and make outbound calls to patients or guarantors for the purpose of making payment arrangements for account balances on behalf of client hospitals or clinics;
• Electronically document conversations held with responsible parties on Company and/or client systems
• Communicate financial responsibility detail to patients; communicate confusing and/or difficult financial issues to patients in a non-threatening and helpful manner
• Accurately determine patient eligibility for financial assistance programs and bank loans, where available; provide assistance to patients in completing necessary paperwork for available programs; obtain all necessary documentation to resolve an account
• Provide follow-up on suspended accounts according to established procedures
• Professionally interact with client staff and patients and guarantors
• Promptly respond to phone messages; promptly respond to client or patient concerns or problems
• Conform to all confidentiality and third party liability laws
• Ensure appropriate steps are taken so accounts receive due attention
• Ability to work during normal business hours; work a regular and reliable schedule
• Accurately track daily, weekly, and monthly productivity to exhibit contributions toward departmental

• Identify and report all opportunities to improve work processes to management or supervisory staff
• Perform other tasks as assigned by competent authority

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills
• Provide excellent customer service on behalf of clients in a variety of situations including those that escalate
• Exceptional interpersonal, organizational, business communication and time management skills
• Proficient in basic PC applications; proficient in internal and client systems as needed; update and note account information; type at least 45 WPM; proficient with 10-key; become proficient in multiple client software systems as assigned
• Strong attention to detail and follow-up skills
• Understand and comply with organizational policies, procedures and systems
• Operate office equipment e.g. copier, fax, phone system, and recording system; understand and proficiently use IVR (if applicable), internet as required, voice mail, hospital patient accounting systems, and other required technologies
• Excellent math skills with ability to perform calculations, balance and reconcile figures
• Efficiently perform multiple tasks and shift priorities on short notice to respond to inventory changes

Physical Demands

The position requires prolonged periods of sitting, some bending, stooping and stretching. Requires coordination and manual dexterity sufficient to operate a keyboard, mouse, photocopier, telephone, calculator and other office equipment. Work is performed in an office environment.

Education

• High School or better

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