Collections Officer II - Self Pay Collections - Bilingual Required

Ventura County•Ventura, CA

3d•Onsite

About The Position

The current vacancy is within Patient Financial Services with the Health Care Agency. Under general direction, the Collections Officer II collects monies owed the County for services rendered and/or taxes/fines/ fees levied; and performs related duties as required. Collections Officer II is the journey level classification of this series. Incumbents manage a full caseload within an area of account specialization (e.g., medical collections); and may return cases to court or initiate property liens for failure to pay. The ideal candidate is bilingual (English/Spanish) and will possess excellent customer service skills and the ability to communicate effectively with clients, coworkers, and other stakeholders while exercising sound judgment and professionalism in sensitive financial situations. They will have experience analyzing financial information to determine appropriate collection actions, evaluating eligibility for self-pay and financial assistance programs, and processing related recommendations and account adjustments. The ideal candidate will also maintain accurate records, prepare routine correspondence and reports, identify opportunities to improve collections, and demonstrate strong attention to detail while managing multiple priorities in a high-volume environment. Experience handling high-volume phone calls, working with Microsoft Excel reports, and using electronic health record systems such as Cerner is highly desirable. Collections Officer II is represented by the Service Employees International Union (SEIU) and are eligible for overtime compensation. The eligible list established from this recruitment may be used to fill current and future Regular (including Temporary and Fixed-Term), Intermittent, and Extra-Help vacancies for this position only. There is currently one (1) vacancy for this position only.

Requirements

Two (2) years medical account collections experience
Must be bilingual (English/Spanish)

Nice To Haves

Two (2) years of related education/training may be substituted for one year of the required experience
Experience in health care patient collections
Intermediate skills working with Microsoft Excel
Experience working with Electronic Health Records (EHRs), such as Cerner
Thorough knowledge of collection practices for delinquent accounts, including financial assessment, debtor location techniques, and applicable laws, and regulations
Strong communication and problem-solving skills
Applying financial interviewing techniques and account processing procedures to screen patients for financial assistance eligibility
The functions and operations of the Cerner (or similar EHR) patient accounting system and healthcare revenue cycle
Insurance denials, self pay workflows and financial assistance programs
Interpret and apply laws, regulations, policies, professional standards, and hospital and clinic billing practices governing collections
Analyze financial information, exercise sound judgment, and determine appropriate collection actions while maintaining professional and compassionate customer service
Communicates effectively, both orally and in writing, with individuals from diverse backgrounds using tact, diplomacy, and de-escalation techniques to resolve patient concerns respectfully
Establishes effective working relationships, collaborates with clinic and hospital staff to resolve account issues, and handles difficult or stressful situations professionally
Maintain accurate records and prepare routine correspondence and reports
Identify opportunities for increased collections
Understand self pay program guidelines and evaluate financial assistance applications by analyzing financial information to determine eligibility and process appropriate recommendations and adjustments
Organize and prioritize work, perform routine mathematical calculations, and produce accurate written work using proper grammar, spelling, and punctuation
Maintain the confidentiality of patient medical and financial information in accordance with applicable policies and regulations

Responsibilities

Manages a caseload of hospital and clinic accounts by reviewing patient financial records, establishing collection strategies, and recovering delinquent charges for medical services
Reviews assigned self-pay accounts, payment histories, and financial information to determine balances, verify debtor information, and assess changes in financial status
Locates and contacts debtors to obtain updated information, explain payment obligations and consequences of non-payment, negotiate payment arrangements, and modify payment plans as appropriate
Analyzes patient accounts to determine appropriate collection actions and accurately documents all account activity in the patient accounting system
Maintains accurate manual and automated payment records, prepares routine correspondence and reports, monitors account aging, and processes qualified discount program adjustments
Resolves patient billing inquiries, processes payments received by phone and mail, and reviews patient accounts to identify and process credits within required timeframes
Updates patient accounts with insurance information, verifies patient addresses, and confirms account balance accuracy before statement generation
Collects patient payments while maintaining confidentiality and identifies accounts requiring escalation or additional review
Performs other related duties as required