Patient Collections Call Center Representative I

Job Summary

The Patient Collections Call Center Representative I will help our communities thrive providing exceptional customer service to our patients helping them navigate, make payments, and resolve account related issue. We are a culture that is unabashedly driven by purpose. We are making a difference to our patients and providers while growing at an accelerated rate.

Every day, we support the health journey of patients by authentically living our core values: Purpose Driven, Relationships Matter, Serve Others First, and Inspire Creativity. If you love serving others and would like to make a material difference in an industry-transforming organization, then we invite you to apply to this role. We are recognized as one of the Top 100 Places to Work by The Dallas Morning News, and we have been awarded as one of the fastest-growing privately held companies by SMU Cox.

Accountabilities

• Uses Technical and Functional Experience
• Possesses up to date knowledge of the profession and industry
• Accesses and uses resources when appropriate
• Demonstrates Adaptability
• Handles day to day work challenges confidently
• Is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Shows resilience in the face of constraints, frustrations, or adversity
• Demonstrates flexibility
• Customer Service
• Demonstrates positive interpersonal relations in dealing with fellow employees, supervisors, physicians, patients as well as outside contacts so that productivity and positive employee/patient relations are maximized.
• Uses Sound Judgment
• Makes timely, cost effective, and sound decisions

Role and Responsibilities:

• Must possess excellent customer service skills, and demonstrate the ability to support clients, customers, and team members navigate and resolving billing and collection-related issues.
• Ensures all insurance, demographic, and eligibility information is obtained from patients and entered into the system in an accurate and timely manner. Registers patients in the system as necessary.
• Collects and reviews all patient insurance information and completes insurance forms. Collects co-pays, deductibles, and other out-of-pocket amounts at the time of visit.
• Confirms patient insurance verification and eligibility. Obtains pre-authorization of services and/or referrals. Assesses patient financial requirements and advises patients and families on insurance benefits, co-pays, and financial obligations.
• Posts line items and adjustments to patient accounts. Balances receipts, reconciles daily work batches, and prepares audit trail. Prepares deposits for the bank as needed.
• Reviews Explanation of Benefits (EOB) for consistency.
• Submits files and processes all claims for payment. Research and resolve claim delay issues.
• Resolves patient questions and complaints regarding insurance billing and adjusts accounts as necessary. Resubmits claims and process all insurance/patient correspondence. Provides all documentation to expedite payment.
• Follows up on assigned accounts. Uses collection techniques to keep accounts current including monitoring for delinquent payments.
• Sets-up financial arrangements with patients as necessary.
• As necessary, assists patients with researching and obtaining community resources including housing, transportation, drugs and pharmaceutical supplies, and financial resources.
• Reviews and resolves patient account discrepancies including but not limited to proper payment application and refunds.

Minimum Qualifications and Requirements:

• High School Diploma or equivalent required.
• This position is entry-level and requires 0-3 years of medical business office experience.

Preferred Experience:

• Previous medical office experience
• Previous health related call center experience