Self Pay Collections Pre-Service Specialist II- Hybrid
This position is temporarily operating in a hybrid environment.
Job Summary:
A progressive company servicing a large faculty practice at a prestigious NYC Medical Center is seeking an experienced Self Pay Collections Specialists to work in its New York City location.
The Self-Pay Collections Pre-Service Specialist II is responsible for follow-up work on Self Pay account balances. Responsibilities include handling of inbound calls generated by an auto-dialer to secure payment, establish payment arrangements and/or obtain updated patient information. The Self-Pay Collections Specialist II must always exhibit professional and courteous behavior during communications.
Essential Functions:
1. Expeditiously handle large volume of calls and perform work in a timely manner
2. Attempts to collect full payment from patient or guarantor in a courteous manner.
3. Applies payments collected over the phone to each date of service.
4. Establishes payment arrangements per guidelines. Documents terms in billing system.
5. Handles customer inquiries, disputes and complaints in a professional and courteous manner. Escalates contentious complaints to supervisor or higher management.
6. Provides appropriate response immediately or indicates a call back with a business day as appropriate.
7. Obtains all insurance, demographic, guarantor information and updates patient profile as well as bill third party payers as appropriate.
8. Meets productivity and quality targets
9. Follows communication procedures, guidelines and policies.
10. Clearly documents in system summary of work and follow up steps after each call.
11. Resolves calls in queue in a timely and efficiently manner.
12. Conforms to all applicable HIPAA, Billing Compliance and safety policies and guidelines.
13. Evaluates the patient’s ability to pay for services.
14. Creates payment arrangements via cash, check, credit card or payment plan as appropriate.
15. Utilizes the Epic estimator tool to provide estimates and collect upfront payments, deductible and copays.
16. Obtains insurance information, checks eligibility for active coverage and updates patients accounts accordingly.
17. Determines coverage for planned clinical services and calculates patients expected out of pocket expenses.
18. Answering and returning phone calls and other general office tasks.
19. Performs other job duties as required and assigned including, but not limited to, job functions within the self-pay collections and customer service units.
Minimum Qualifications:
1. High school graduate or GED certificate is required
2. A minimum of 1 years' experience in a physician billing or third party payer environment.
3. Candidate must demonstrate a strong customer service and patient focused orientation and the ability to communicate, adapt, and respond to complex situations, including the ability to diffuse complex situations in a calm and professional manner.
4. Must demonstrate an understanding of contracts, insurance benefits, exclusions and other billing requirements as well as claim forms, HMOs, PPOs, Medicare, Medicaid and compliance program and regulations.
5. Candidate must demonstrate the ability to understand and navigate the payer adjudication process.
6. Must demonstrate effective communication skills both verbally and written.
7. Ability to multi-task, prioritize and manage time effectively.
8. Functional proficiency in computer software skills (e.g. Microsoft Word, Excel and Outlook, E-mail, etc.)
9. Ability to work independently.
10. The ideal candidate is a motivated individual with a positive attitude and exception work ethic.
11. Must successfully complete systems training requirements. .
Preferred Qualifications:
1. Patient financial and practice management system experience in Epic and/or other electronic billing systems.
2. Knowledge of medical terminology.
3. Previous call center experience.
4. Previous claims experience.
5. Previous experience in an academic healthcare setting.
6. Bilingual (Spanish/English)'
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Job Type: Full-time
Pay: $50,000.00 - $58,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
Education:
- High school or equivalent (Required)
Experience:
- Call center: 1 year (Preferred)
- physician billing: 1 year (Required)
Work Location: Hybrid remote in New York, NY 10019