Patient Collection Specialist

Vital Care Infusion Services•Philadelphia, PA

3d•Remote

About The Position

The Patient Collection Specialist works on behalf of Vital Care franchise partners to collect outstanding patient accounts receivable. The role focuses on productivity and recovery of outstanding balances while maintaining effective cooperation and communication with patients, franchisees, colleagues, and leadership. This position is full-time and remote.

Requirements

High school diploma or equivalent.
Previous self-pay collections experience, preferably in an infusion or other medical setting.
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 involving patients and/or franchise partners.
Ability to identify gaps and problems through documentation review, determine lasting solutions, make effective decisions, and take corrective action.
Knowledge and skill in using the MS Office suite and pharmacy applications.
Ability to maintain strict confidentiality and comply with HIPAA.

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 information such as phone numbers, corrected addresses, and patient identifiers.
Review monthly patient statement reports to identify follow-up priorities.
Process patient payments and establish payment arrangements within approved parameters.
Identify accounts for potential write-offs or additional collection options.
Maintain current knowledge of payment options, including payment plans, recurring credit card payments, and checking account auto-drafts.
Assist patients with enrollment in patient assistance programs and applicable foundation support.
Review and work unpaid patient balances daily, using financial reports and company-approved resources to collect receivables efficiently and accurately.
Communicate financial matters clearly with patients, caregivers, franchisees, and team members.
Respond to questions and correspondence about balances, self-pay collections, follow-up, payment plans, financial hardship, and related activities.
Identify and escalate problem accounts to leadership for review and resolution.
Coordinate with Collect Plus and designated teams administering patient statements to monitor communication, statement accuracy, and quality.
Educate patients about out-of-pocket expenses and provide transparency about the financial component of their therapy.
Audit financial hardship agreements in accordance with applicable policies and procedures.
Research and add patient assistance programs to maintain reference material.
Identify program changes, processor updates, and new-to-market drugs for team use.
Perform other related duties as assigned.