Collections Officer II - Self Pay Collections - Bilingual Required

About the role

The current vacancy is within Patient Financial Services with the Health Care Agency. Under general direction (II, III), the Collections Officer II collects monies owed the County for services rendered and/or taxes/fines/fees levied; and performs related duties as required.

Responsibilities

• Manages a caseload of hospital and clinic accounts by reviewing patient financial records, establishing collection strategies, and recovering delinquent charges for medical services;
• Reviews assigned self-pay accounts, payment histories, and financial information to determine balances, verify debtor information, and assess changes in financial status;
• Limits: Locates and contacts debtors to obtain updated information, explain payment obligations and consequences of non-payment, negotiate payment arrangements, and modify payment plans as appropriate;
• Analyzes patient accounts to determine appropriate collection actions and accurately documents all account activity in the patient accounting system;
• Maintains accurate manual and automated payment records, prepares routine correspondence and reports, monitors account aging, and processes qualified discount program adjustments;
• Sets up and processes patient payments while maintaining confidentiality and identifies accounts requiring escalation or additional review;
• Performs other related duties as required.

Requirements

• Two (2) years medical account collections experience. Substitution: Two (2) years of related education/training may be substituted for one year of the required experience.
• Must be bilingual (English/Spanish).
• Desired Experience: in health care patient collections, Experience working with Microsoft Excel, Experience working with Cerner

Qualifications

• Thorough knowledge of: Collection practices for delinquent accounts, including financial assessment, debtor location techniques, and applicable laws, and regulations, strong communication and problem-solving skills
• Applying financial interviewing techniques and account processing procedures to screen patients for financial assistance eligibility
• The functions and operations of the Cerner (or similar EHR) patient accounting system and healthcare revenue cycle
• Insurance denials, self pay workflows and financial assistance programs

Knowledge, Skills, And Abilities

• Interpret and apply laws, regulations, policies, professional standards, and hospital and clinic billing practices governing collections
• Analyze financial information, exercise sound judgment, and determine appropriate collection actions while maintaining professional and compassionate customer service
• Communicate effectively, both orally and in writing, with individuals from diverse backgrounds using tact, diplomacy, and de-escalation techniques to resolve patient concerns respectfully
• Establishes effective working relationships, collaborates with clinic and hospital staff to resolve account issues, and handles difficult or stressful situations professionally
• Maintain accurate records and prepare routine correspondence and reports. Identify opportunities for increased collections
• Understand self pay program guidelines and evaluate financial assistance applications by analyzing financial information to determine eligibility and process appropriate recommendations and adjustments
• Organize and prioritize work, perform routine mathematical calculations, and produce accurate written work using proper grammar, spelling, and punctuation
• Maintain the confidentiality of patient medical and financial information in accordance with applicable policies and regulations