Credit - Collections Clerk II

About the role

A Collections Clerk in Patient Financial Services supports financial assistance approvals, facilitates third-party payment plans, and ensures compliance with company policies. The role involves managing customer interactions, reconciling accounts, and maintaining accurate documentation.

Responsibilities

• Collaborate with internal departments to support Financial Assistance approvals and facilitate third-party payment plan arrangements while maintaining compliance with company policies and procedures.
• Provide exceptional customer service by managing inbound and outbound calls regarding payments and supporting sales partners with payment plans and account inquiries.
• Ensure patient accounts are accurately updated with all applicable transactions and detailed documentation.
• Perform comprehensive reconciliation of assigned work queues and self-pay collection accounts, including processing correspondence, emails, voicemails, insurance verification, write-offs, and work queue activities.
• Deliver exceptional customer service to internal and external customers with a professional, courteous, and solution-oriented approach.
• Identify and escalate customer concerns or complaints that cannot be resolved at the representative level.
• Adhere to established work schedules, including start times, breaks, and meal periods.
• Retrieve and interpret Explanation of Benefits (EOB) documentation from payer websites and respond to inquiries about claim processing and payment details.
• Read, interpret, and apply information from remittance advices, EOBs, and other payer correspondence.
• Maintain assigned work queues at targeted inventory levels to ensure timely account resolution, maximize cash collections, and reduce self-pay credit balances.
• Consistently achieve departmental performance expectations, including a productivity score of 100% or higher and an average quality score of 2.80 or above.
• Complete additional assignments and special projects as directed by management.
• Demonstrate flexibility to adjust work schedules and hours as business needs require.
• Accurately follow and execute verbal and written instructions while maintaining attention to detail.
• Support the onboarding and training of new team members by sharing knowledge and reinforcing departmental processes.
• Maintain a thorough understanding of corporate and departmental policies, procedures, and compliance requirements.
• Demonstrate strong interpersonal, verbal, and written communication skills to interact professionally with patients, providers, payers, and internal stakeholders.
• Independently manage daily responsibilities while collaborating effectively within a team environment.
• Thrive in a fast-paced, high-volume setting by prioritizing workload and adapting to changing business needs.

Requirements

• High School Diploma or GED.
• Minimum of 2 years of relevant collections experience or 3 years of customer service experience.
• Experience with Microsoft programs including Word, Excel, and Outlook.
• Experience with healthcare revenue cycle operations, including inter- and intra-departmental processes, Information Technology, and systems integration.

Nice to Have

• Data entry accuracy.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple competing priorities in a fast-paced environment.
• Strong sense of ownership, self-motivation, and accountability for outcomes.

Schedule

Monday - Friday, 40 hours/week, flexible work arrangement.

Location

On-site, San Antonio, TX.