Patient Collection Specialist - Revenue Cycle Management

Vital Care Infusion Services•Phoenix, AZ

5d•Remote

About The Position

The Patient Collection Specialist works on behalf of Vital Care franchise partners to collect outstanding patient accounts receivable. The role aims to maximize productivity and recovery of amounts owed while maintaining effective cooperation and communication with patients, franchisees, peers, and leadership. The specialist researches account balances and patient financial responsibilities, reviews unpaid accounts, processes payments, and establishes payment arrangements within established parameters. The role also helps patients access assistance programs, explains out-of-pocket expenses, supports accurate patient statements, and escalates problem accounts for review. It requires clear and confidential financial communication and adherence to applicable policies and HIPAA requirements.

Requirements

High school diploma or equivalent.
Ability to resolve financial issues requiring research and attention to detail.
Excellent English listening, speaking, comprehension, and writing skills, including the ability to influence patients, caregivers, and payer representatives and advance reimbursement and collection efforts.
Understanding of processes, systems, and techniques for successful collections with patients and/or franchise partners.
Ability to identify documentation gaps and problems, determine lasting solutions, make effective decisions, and take corrective action.
Knowledge of and skill in using Microsoft Office software and pharmacy applications.
Ability to maintain strict confidentiality and HIPAA compliance.

Nice To Haves

Previous self-pay collections experience, preferably in an infusion or other medical setting.

Responsibilities

Research accounts to determine correct self-pay balances.
Review benefits verification forms and admission agreements to determine patient financial responsibilities.
Work with locations to obtain additional information, including phone numbers, address corrections, and patient identifiers.
Review monthly patient statement reports to identify follow-up priorities.
Process patient payments and establish payment arrangements within established parameters.
Identify accounts for potential write-offs or other collection options.
Maintain current knowledge of payment options, including payment plans, recurring credit card payments, and checking account auto-draft processes.
Assist patients with enrollment in patient assistance programs and applicable foundation support.
Review and work unpaid patient balances daily using financial reports and approved resources to collect accounts receivable efficiently and accurately.
Communicate clearly about financial matters with patients, caregivers, franchisees, and team members.
Respond to questions and correspondence about patient balances, self-pay collections, follow-up, payment plans, financial hardship, and related activities.
Identify and escalate problem accounts to leadership for review and resolution.
Work with Collect Plus and designated statement-administration teams to monitor communication, statement accuracy, and quality.
Educate patients about out-of-pocket expenses and their financial participation in therapy.
Audit financial hardship agreements in accordance with applicable policies and procedures.
Research and add patient assistance programs to maintain reference materials.
Identify program changes, processor updates, and new-to-market drugs for team use.
Perform other related duties as assigned.