Customer Service and Collections

Performs customer service and patient collections functions in a fast paced and goal-oriented atmosphere. Serves as the primary point of contact for all BTNRH patients and families regarding the resolution of owed balances, which includes, but is not limited to; handling in and outbound patient calls, reviewing account activity, setting up payment plans, coordinating payment and past due reminders, recommending for bad debt placement and de-escalation and ultimate resolution of customer disputes.

SCHEDULE:

Monday-Friday 8a-5p

• Resolves patient responsibility balances through proven debt collection techniques, determining the most appropriate collection method, to include telephone calls and/or letters, setting up payment arrangements and referrals to external collection agencies, all in accordance with department standards.
• Provides optimum customer service, returning calls and/or emails within 24 hours of receipt, conducts patient interviews by adapting and utilizing situational-based interviewing techniques to meet the respective needs and abilities of the patient, process patient payments promptly, and according to departmental policy and procedure and ensures all accounts are documented in a clear, concise and timely manner.
• Reconciles customer disputes as they pertain to payment of outstanding balances, determining root cause, evaluating available solutions and selecting the most appropriate for each situation, enlisting the efforts of management when necessary to accelerate the collection process when escalation is needed and following thru to ensure resolution.
• Accountable for reducing delinquency for assigned accounts, maintain department defined acceptable error ratios and cash collection goals.
• Pre-screens customers for financial assistance using defined processes, sending financial applications as determined by pre-screening process and communicating with the Financial Services Advocate regarding accounts that are in the financial assistance screening and application process.
• Communicates appropriately using good interpersonal skills, ensuring that a positive, professional demeanor is projected through verbal and non-verbal communications, ensuring information for patients is delivered in a manner that is supportive, timely and understandable.
• Builds and maintains positive relationships with Revenue Cycle staff and other BTNRH resources to meet the patient’s needs and expectations.
• Demonstrates and resolves problems to meet change with positive and supportive behavior.
• Participates as a team member and is accountable for own work responsibilities, while offering help to others to solve problems and complete tasks to facilitate communication and positive team dynamics.
• Demonstrates productive work habits consistently, showing accountability for actions and decisions, soliciting feedback from peers regularly and accepting the feedback in a positive manner, while offering constructive input to support the team and department.

• Ability to demonstrate excellent written and verbal communication abilities with diverse range of people.
• Commitment to excellent customer service.
• Strong attention to detail, goal oriented and confidence in making independent decisions.
• Knowledge of Billing, Collections or Accounts Receivable procedures and processes, to include insurance explanation of benefits.
• Ability to prioritize and manage multiple responsibilities and tasks simultaneously, adapting to changes in daily work, with a high degree of accuracy, while maintaining set productivity and quality standards.
• Ability to maintain patient confidentiality and follow the policy FFBH #2100, Confidentiality and Privacy.
• Excellent verbal and written communication with diverse groups of people, exhibiting respect at all times.

• High school graduate or equivalent required.
• Experience working on a personal computer and using Microsoft Office software with proficiency required.

• Experience with high volume patient collections and/or customer service duties within the healthcare field preferred.

• This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.
• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Care and respect for others is more than a commitment at Boys Town – it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of belonging for all employees that…