Description: GENERAL SUMMARY:
The Patient Financial Recovery Specialist will provide customer service to hospital patients who have questions on their accounts and assist them in settling their patient responsibility balances.
Foundation Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties and Responsibilities:
- Answer inbound calls from patients as well as place outbound calls to patients through our automated dialer.
- Assist patients with their account which includes setting up payment arrangements on the patient’s unpaid balance
- Take and process credit card payments over the phone
- Identify and gather new insurance information
- Research insurance “Explanation of Benefits” to determine what the insurance may or may not have paid and why
- Screen the patient for charity, answer patients’ general questions, and resolve any of the patient’s account issues and concerns.
- Maneuver between several different patient account systems and payment portals.
- Maintain accurate and up to date information in the account notes within all appropriate systems
- Meet specified collection and productivity goals as assigned by management on a regular basis.
Additional Duties and Responsibilities:
- Always maintain confidentiality of account information.
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Maintain awareness of and actively participate in the Corporate Compliance Program.
- Maintain a confidential and orderly remote work area.
- Assist with other projects as assigned by management.
Educational/Vocational/Previous Experience Recommendations:
- High school diploma or equivalent is required
- Prefer previous experience with providing customer service and work within a call center environment
- Prefer previous experience with the medical billing process
- Ability to effectively work and communicate with patients, co-workers, and management both in person and remote virtual chat environments
- Ability to always present oneself in a courteous and professional manner
- Ability to stay on task with little or no management supervision
- Demonstrate initiative and creativity in fulfilling job responsibilities
- Capacity to prioritize multiple tasks using time management and organizational skills.
- Proficient PC knowledge and the ability to type 30-40 wpm.
Working Conditions:
- Remote work from home office, virtual Call Center environment.
- Must be able to sit for extended periods of time.
