Customer Service and Collection Representative

Facility: VIRTUAL-GA

Job Summary:

Functions under the direction of the Supervisor Customer Service. Makes outbound calls and receives inbound calls relative to the management, cash collection and/or final disposition of patient account balances due from patients and/or other responsible parties, optimizing cash flow, while demonstrating excellent customer service skills.

Core Responsibilities and Essential Functions:

Responsible for account management, customer service, cash collection and/or final resolution of balances after they become self-pay account balances.

• Receives computer generated, management-assigned work queues or account inventories of self-pay account balances to be collected or achieve final resolution.

• Via inbound / outbound phone calls, letters, emails, faxes or walk in visits, works with patients/responsible party and negotiates acceptable payment arrangements to resolve the account balance.

• Validates accuracy of self-pay balance and confirms with patient their responsibility and determines there is no other responsible party or other coverage (previously undocumented).

• Documents negotiated payment commitment in account notes and queues account for appropriate future follow up. Accepts payments via credit card, check or cash.

• Answer calls regarding Financial Assistance Program. Provides caller with all information available regarding the application and the process. Provides either a mailed copy of the Financial Assistance Program application or directs patient to the online version.

• Refer calls to other entities handling WellStar accounts, including but not limited to bad debt agencies.

Performs all tasks in such a way to meet productivity and quality expectations as reviewed monthly with each representative. Demonstrates proficiency in customer service, customer satisfaction, and service recovery situations. Maintains compliance with HIPAA regulations and guidelines.

Required Minimum Education:

High school diploma Required

Required Minimum Experience:

Minimum 3 years experience in a hospital, physician's office, or related healthcare office environment Preferred and Minimum 2 years in healthcare account management with customer service experience Preferred

Required Minimum Skills:

• Basic knowledge of medical terminology
• Basic experience and knowledge of PC applications
• Detail-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
• High-level problem solving, analytical, and investigational skills
• Excellent internal/external customer service skills
• Excellent communication skills