Self Pay Follow Up Specialist

Rogers Memorial Hospital•Oconomowoc, WI

About The Position

The Self-Pay Billing and Follow-Up Specialist resolves self-pay accounts while maintaining strong relationships with patients, guarantors, and business office departments. The role uses behavioral health billing knowledge and customer service skills to collect payments, explain financial resources, support patient satisfaction, and contribute to Rogers Behavioral Health’s financial solvency. The Specialist handles telephone, email, and written communications; responds to inquiries promptly and courteously; explains insurance billing and organizational financial policies; de-escalates concerns; negotiates payments and appropriate payment plans; and informs patients about available financial assistance. The role uses reports to reduce accounts receivable, works toward a three-business-day turnaround, and meets position goals related to accuracy, productivity, cash collections, avoidable write-offs, and reimbursement metrics. The position also supports department and organizational goals, maintains policies and procedures, participates in professional development and performance improvement activities, and contributes to regulatory compliance education. The Specialist is expected to communicate professionally, work autonomously and collaboratively, maintain organized and timely follow-up, and comply with Rogers policies and procedures.

Requirements

High school diploma or GED required.
One to two years of experience in a clerical or customer service role required.
Full understanding of customer service and insurance follow-up processes, including billing, collections, managed care, Medicare, Medicaid, and commercial practices.
Well-developed people skills.
Working knowledge of explanation of benefits (EOB), CPT, HCFA, UB04, authorizations/referrals, and revenue cycle workflow.
Intermediate computer skills, including use of Microsoft Office Suites.
Valid Wisconsin driver license.
Must be granted insurable status under the Rogers Memorial Hospital insurance policy.
Ability to multitask and manage time effectively, work autonomously and as part of a team, and use discretion and logical thinking in decisions.
Exceptional verbal and written customer service and interpersonal communication skills; ability to read and communicate through written, verbal, and auditory skills.
Strong numerical ability to maintain records and assist patients with billing questions; tact when interacting with employees and professional staff.
Ability to travel by car and sit for long lengths of time.
Physically and mentally able to perform job duties, as verified by a post-employment physical exam by a licensed physician.

Nice To Haves

Associate degree in Healthcare Administration or a related field.
Experience in healthcare negotiation or collections.

Responsibilities

Handle telephone, email, and written communications with patients and other departments to resolve outstanding self-pay balances promptly, courteously, and respectfully.
Provide exceptional customer service and build positive patient and guarantor relationships.
Explain insurance billing processes and organizational financial policies, listen empathetically, and de-escalate concerns.
Negotiate full payment and establish agreeable payment plans under current policies; offer available financial assistance.
Respond promptly to voicemail and email messages from patients, guarantors, and other parties.
Use available reports to reduce accounts receivable, report errors or issues to leadership, and focus on a three-business-day turnaround time.
Answer questions and resolve problems for external users of Rogers services; confirm their understanding and provide additional education as needed.
Make follow-up outbound calls as part of case resolution while complying with HIPAA and established timeframes.
Meet goals related to accuracy, productivity, accounts receivable days, cash collections, avoidable write-offs, and reimbursement metrics.
Participate in staff meetings, educational seminars, workshops, committees, performance improvement teams, and team projects as directed.
Promote department goals and the Rogers mission; communicate goals, demonstrate measurable achievement, and maintain department policies and procedures.
Support compliance with Joint Commission, Wisconsin state, and other regulatory requirements; participate in learning and applying relevant standards and educating others as directed.
Maintain or communicate functional backlogs to appropriate parties at set times.
Support and train student interns or inexperienced staff as directed.
Demonstrate punctuality, preparedness, effective communication, organization, and a positive, solution-focused approach.
Resolve peer issues calmly and constructively, communicate concerns, and propose solutions.
Comply with Rogers policies and procedures, including Human Resources, Infection Control, and Employee Health policies and programs.
Maintain a professional image and interact professionally with individuals inside and outside Rogers.
Perform other duties as assigned.