Insurance Account Representative

360care•Louisville, KY

9d•Remote

About The Position

This position is responsible for enrolling, billing, and administering Special Care Insurance Policies (SCIP) as well as ensuring timely collections on premiums for facilities. The role requires collecting payments on past due bills to meet departmental goals, assisting customers with various service needs including collection issues, refunds, account adjustments, and reconciliations. The representative will update records based on reports and mail, and is accountable for reducing delinquency for assigned accounts. This role involves using good judgment to involve account reps, sales, and senior management when necessary to accelerate collections, and requires effective communication and follow-up with the department regarding customer accounts. The position also involves creating, updating, and tracking customers with non-payments, sending collection letters, completing weekly and monthly reports on accounts over 60 days, and organizing collections by delinquency severity. Utilizing phone, computer, and mail to contact customers about overdue accounts and amounts owed is essential. The representative will review insurance and Medicaid terms, ensure customer information is accurate, and maintain professionalism while determining payment solutions and collectability. Adherence to federal and state debt collection laws, ability to work independently and in a team, making account changes, documenting notes, and promptly sending terminations for collection accounts are key. The role actively supports the compliance program, emphasizes customer service, and maintains confidentiality in accordance with HIPAA and PHI guidelines. For remote work, a reliable, high-speed internet connection is expected, and any service interruptions must be reported immediately. The position requires a positive reaction to change and performance of other assigned duties.

Requirements

High school diploma or GED required.
3-5 years high volume collections experience in a corporate setting.
Knowledge of medical billing and collection procedures.
Advanced working knowledge of Word, Excel, Outlook, Genelco Group Plus
Strong data entry skills and phone/email etiquette
Accounts Receivable knowledge/experience preferred.
Excellent interpersonal, oral, and written communication skills.
Must be detail oriented and self-motivated.
Excellent customer service skills.
Ability to problem solve independently and / or a team.
Work alongside team members.
Anticipate needs in a proactive manner to increase satisfaction.
Ability to prioritize and manage multiple responsibilities.
Able to work in a fast-paced environment.
Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.
Legally authorized to work in the United States.
Conditional upon successful completion of a background investigation and drug screening.

Responsibilities

Collect payments on past due bills to meet departmental goals.
Assist customers with all areas of service including collection issues, customer refunds, account adjustments, small balance write-off, customer reconciliations, and other adjustments.
Update records based on various reports/mail including offset tracker, deceased reports, faxes, and mail.
Accountable for reducing delinquency for assigned accounts.
Use good judgement to enlist the efforts of account reps, sales, and senior management when necessary to accelerate the collection process.
Communicate and follow up effectively with department regarding customer accounts on a timely basis.
Create, update and track customers who have not made payments and send collection letters.
Complete weekly and monthly reports to the manager on all accounts over 60 days.
Organize and prioritize collections according to the severity of delinquency.
Utilize phone, computer, and mail to contact customers regarding collections.
Constantly inform customers of overdue accounts and amount currently owed.
Review terms of insurance and Medicaid.
Ensure all customer information is correct, including, but not limited to phone numbers and addresses.
Professional and polite when communicating with customers to reach payment solution and determine if debt can be collected.
Always adhere to federal and state laws dealing with debt collection.
Make account changes as needed for collections process and document in notes.
Promptly send terminations to appropriate staff as needed for collection accounts.
Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
Emphasize customer service in all aspects of operations.
Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
Reacts positively to change and performs other duties as assigned.