Patient Collection Representative

Medical University of South Carolina•Charleston, SC

About The Position

To provide Customer Service for patients concerning the resolution and management of their patient account(s) and to undertake outbound telephone collection calls to resolve outstanding patient accounts in an automated call center environment. Some evening and weekend work may be required.

Requirements

High School diploma or equivalent education required.
Must have 6 months of experience working in a medical office setting, hospital patient accounting office, or AR or bad debt collection outsourcing firm.
Must be familiar with information systems, demonstrate ability to organize and prioritize work, provide excellent verbal and written communication, and demonstrate customer service recovery skills and the ability to deal with patients and staff in a tactful and diplomatic manner.
Must exercise good judgment and discretion while following written and verbal instructions and policies.
Must demonstrate the ability to handle a high volume of patient account calls, actions, and inquiries. Must be able to manage time efficiently, handle a high-volume work queue, and recover outstanding receivables at a competitive level with other staff.

Nice To Haves

Call center or healthcare collection experience or healthcare patient accounting experience preferred.

Responsibilities

Handle inbound and outbound collection calls to and from patients. guarantors and third parties to effectively manage customer accounts, resolve patient questions, and provide customer service.
Manage a heavy volume of Patient Accounts in a work queue environment, collecting accounts via online payments, promises, and payment plans while resolving any accounting issues, disputes, or customer complaints in a customer service-friendly and professional manner.
Assist patients in completing and applying for financial assistance as needed.
Update patient demographics, insurance information, and guarantor information to maintain accurate patient information.
Accurately and consistently document all collection actions and fully document all collection conversations.
Comply with all HIPAA privacy regulations and protect the confidentiality and privacy of patients and guarantors, and their personal financial records.
Maintain compliance with federal and state regulations and organizational policies.
Assist the office with administrative duties as needed, including typing, contacting insurance companies, researching documents, copying of records, handling mail, phone and email requests for insurance companies, attorneys, patients, and any other requests.
Maintain and manage all incoming and outgoing mail.
Other duties as assigned.