What are the responsibilities and job description for the PATIENT COLLECTIONS REPRESENTATIVE position at SignatureCare Emergency Center?
The Patient Collections Representative is a high-impact communicator dedicated to handling patients’ questions, complaints, billing issues, and claims processing questions. The Patient Collections Representative explains the billing process in detail and addresses any other patient billing concerns. This position will serve as the primary point of contact for self-pay and post-insurance balances, arranging payment plan options, and is responsible for documenting all patient interactions in the appropriate PM software. This role requires a blend of analytical accuracy to ensure billing statements are correct and to provide a supportive, seamless experience for the patient while navigating through the financial complexities of their healthcare journey.
Qualifications
Qualifications
- High School Diploma or G.E.D. equivalent.
- 3 years of professional experience within a medical call center environment.
- Proficient in Windows OS and Microsoft Office, Word, Excel, and Google Sheets.
- Ability to multitask while simultaneously managing phone calls.
- Accurate typing speed of 40 WPM.
- Proven ability to interpret and explain Explanation of Benefits (EOB) documents.
- Exceptional verbal and written communication skills.
- Strong analytical and problem-solving capabilities.
- Experienced in de-escalation techniques for resolving difficult patient interactions.
- Self-motivated with a positive attitude and a commitment to teamwork.
- Facilitate the recovery of outstanding patient balances by managing high-volume inbound and outbound calls in a professional, goal-oriented environment.
- Evaluate patient accounts to determine eligibility for payment plans, financial assistance, or charity care based on established organizational policies.
- Utilize persuasive communication and active listening to secure immediate payments or set up structured payment plan options while maintaining a positive patient experience.
- Research and resolve billing discrepancies by reviewing insurance Explanation of Benefits and coverage eligibility to ensure accurate patient balances.
- Maintain accurate and detailed records of all collection efforts, payment arrangements, and patient interactions within the billing system to ensure a clear audit trail.
- De-escalate complex billing disputes using clear, simple language to educate patients on their financial responsibilities and the explanation of benefits.
- Consistently achieve individual and team production targets related to cash collection goals and call quality KPIs for efficiency, production, accuracy, and customer satisfaction within a high-speed call center environment.
- Maintain excellent attendance and productivity while navigating diverse, high-complexity interactions daily.
- The Patient Collection Representative is frequently required to maintain a stationary position, as well as move about the facility to access office machinery or collaborate with personnel.
- Consistent proficiency in fine motor skills is required for the operation of computer interfaces, peripherals, and standard office equipment.
- Position necessitates frequent verbal exchange and active listening, primarily conducted via a professional headset system.
- Requires the ability to sustain focused attention on digital displays and computer monitors for extended durations.
- High-volume professional medical call center.
- Moderate noise levels are consistent with an active call center involving the simultaneous operation of telecommunications equipment, document processing systems, and verbal engagement.
- Health benefits start on the first of the month after hire
- Medical, dental, and vision plans with sliding-scale premiums
- 100% coverage for preventive health services
- HSA and FSA options available
- Company-paid life insurance and long-term disability
- 401(k) with contributions starting after 30 days
- 100% match on the first 4%,
- Full vesting after 3 years
- Access to exclusive employee discounts on travel, fitness, shopping, and more
- Paid Time Off