Patient Account Specialist Senior - Specialty Cardiology

CHRISTUS Health•Alexandria, LA

About The Position

Provides medical collection services for TLRA collection units, using a strong background in medical collections to resolve accounts placed with TLRA. The role includes follow-up and account-resolution activities and communication with patients, clients, reimbursement vendors, and other external entities while adhering to client, state, and federal guidelines. Patient and client satisfaction are essential. Associates are expected to understand collection work processes for both active accounts receivable (AR) and bad-debt (BD) inventory. The position provides insurance and self-pay collections, supports physician billing and collections, and performs account research, follow-up, appeals, payment validation, and resolution. It requires accurate and timely account documentation, professional handling of inbound inquiries, and use of collection tools and software to meet productivity and quality standards. The specialist also supports patients in identifying financial assistance or arranging payments, works with other departments to resolve claim-processing issues, and contributes to team meetings and process improvement.

Requirements

High school diploma or equivalent years of experience.
Required experience in a customer service call center environment focused on healthcare billing/collections or in a collection agency environment.
Strong knowledge of general hospital accounts receivable.
Solid knowledge and effective use of desktop applications, including Word and Excel.
Effective communication skills and ability to work as a team member.
Ability to adhere to client, state, and federal collection guidelines.
No licenses, registrations, or certifications required.

Nice To Haves

3–5 years of experience preferred.
College education, previous insurance company claims experience, and/or healthcare billing trade school education may be considered in lieu of formal hospital experience.
Direct knowledge using Meditech and CollectLogix software.

Responsibilities

Meet expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
Provide effective collection services and recover accounts in accordance with client and state guidelines and TLRA business objectives.
Document and update patient account information and account status accurately and promptly in TLRA’s collection software system.
Handle inbound patient and/or carrier calls promptly and professionally, resolving inquiries, issues, and requests.
Use collection tools effectively to provide quality recovery services and meet or exceed established goals and work standards.
Research and analyze account issues and resolve problems promptly and accurately.
Meet daily productivity standards.
Promote positive patient relations through respectful communication with patients and/or their families.
Perform other assigned special projects.
Maintain active knowledge of collection requirements for payors and collect third-party payer balances in accordance with applicable state and federal collection laws.
Conduct thorough and ethical insurance collection efforts, meet quality standards, and maintain proper patient accounting documentation.
Contact other departments to obtain information needed for appeals, pending information, and other issues affecting or delaying claim processing.
Handle self-pay accounts in a customer-service-oriented manner while collecting amounts due and preserving TLRA’s positive community image.
Assist patients in identifying potential financial assistance or, when none applies, work with them to establish acceptable payment arrangements.
Participate in team meetings, communicate work-related ideas and concerns proactively, and help find appropriate resolutions.
Ensure proper reimbursement for services and file appeals timely.
Review accounts and determine follow-up activities using Six Sigma practices.
Identify underpayments and overpayments and take appropriate action to resolve accounts.
Validate commercial insurance claims to ensure payment according to contract.
Monitor and communicate errors generated by other groups and evaluate them for trends.