Collection Agency Representative

City/State:
White Plains, New York Department:
Financial Services Patient Accounting_8

Work Shift:

Day Work Days: MON-FRI Scheduled

Hours:

8:30 AM-4:30 PM Hours Per Pay Period: 75 Pay Rate/Range: $27.6106 -$41.4267 For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Title:

Collection Agency Representative Job Code: 800544 Department/

Location:

Patient Accounts FLSA Status:
Non-Exempt

Reports to:

SBO Manager

The collection agency representative is responsible for assuring all vendor return files are worked daily and timely for reconciliation. Responsible for answering incoming telephone calls, responding to patient emails, correspondence, and messages to resolve patient issues and concerns. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk‑in patients to resolve patient account issues and concerns.

Performs other duties as assigned.

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors
• Responsible to assure workqueue’s are worked daily and timely assuring proper reconciliation of all vendor return files
• Report up to management any issues related to vendor return files
• Assure appropriate actions taken on accounts based on the return file from vendor
• Responsible for answering incoming telephone calls and responding to resolve call in the shortest amount of time possible
• Responsible for assisting walk‑in patients with financial assistance concerns and issues
• Responsible for sending inquiries to patients regarding inaccurate or incomplete information
• Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary
• Responsible to accelerate to management issues as identified
• Completes charge adjustments and allowances entries on accounts as needed
• Recodes accounts by insurance carrier and plan number and enters in the Health Information System (HIS) for billing or rebilling purposes
• Responsible for review and reconciliation of patient over payments
• Responsible for processing patient payments and researching discrepancies
• Reviews all accounts listed on the pre-collection trial balance report to determine if the account should be referred to an outside collection agency
• Record and reconcile acknowledgement of accounts forwarded to early out vendors and collection agencies
• Review payments and prepare appropriate paperwork for commission payments to agencies on a monthly basis
• Prepare all certified bills as requested
• Process inpatient and outpatient discontinuation notifications received from agencies
• Prepare and code accounts for agency referral
• Reviews all mail correspondence related to agencies and responds accordingly
• Works and reviews agency reconciliations
• Responsible for processing and reviewing financial assistance applications timely and in accordance with our policies
• Responsible to communicate with patients’ status of financial assistance applications and update account information as appropriate
• Performs all other related duties as assigned

• Minimum Education:
  
  High School Diploma or GED required.
• Minimum Experience:
  
  Minimum of one to two years’ experience within a hospital setting
• Knowledge of third-party billing and reimbursement
• Familiarity with electronic medical record systems, EPIC preferred.
• Fluent in English speaking and writing
• Fluent in Spanish preferred
• Effective 12/1/2022 the HBI (Healthcare Business Insights) one time certification course is required and must be completed during the onboarding period and prior to start date.

• Ability to cooperate with others.
• Must be able to speak, write understand and communicate the English language.
• Effectively communicate with internal and external customers.
• Integrity to handle the confidential aspects of work.
• Retains composure under stress.

May be exposed to chemicals necessary to…