The Self-Pay Collections Specialist II is responsible for follow-up work on Self Pay account balances. Responsibilities include handling of inbound calls generated by an auto-dialer to secure payment, establish payment arrangements and/or obtain updated patient information. Representative must exhibit professional and courteous behavior at all times during communications.
Expeditiously handle large volume of calls and perform work in a timely manner.
Attempts to collect full payment from patient or guarantor in a courteous manner.
Applies payments collected over the phone to each date of service.
Establishes payment arrangements per guidelines. Documents terms in billing system.
Handles customer inquiries, disputes and complaints in a professional and courteous manner. Escalates contentious complaints to supervisor or higher management.
Provides appropriate response immediately or indicates a call back with a business day as appropriate.
Obtains all insurance, demographic, guarantor information and updates patient profile as well as bill third party payers as appropriate.
Meets productivity and quality targets.
High school graduate or GED certificate is required.
A minimum of 2 years’ experience in a physician billing or third party payer environment.
Candidate must demonstrate a strong customer service and patient focused orientation and the ability to communicate, adapt, and respond to complex situations. Including the ability to diffuse complex situations in a calm and professional manner.
Must demonstrate an understanding of contracts, insurance benefits, exclusions and other billing requirements as well as claim forms, HMOs, PPOs, Medicare, Medicaid and compliance program regulations.
Candidate must demonstrate the ability to understand and navigate the payer adjudication process.
Must demonstrate effective communication skills both verbally and written.
Ability to multi-task, prioritize, and manage time effectively.
Functional proficiency in computer software skills (e.g. Microsoft Word, Excel and Outlook, E-mail, etc.)
Ability to work independently.
The ideal candidate is a motivated individual with a positive attitude and exceptional work ethic.
Must successfully complete systems training requirements.