Patient Collections Representative

Entity: MUSC Community Physicians (MCP)

Scheduled Work Hours: Monday - Friday, 8:00am - 4:30pm
Full-time (40 hours per week)

About the Role

To provide customer service for patients concerning the resolution and management of their patient account(s) and to undertake outbound telephone collection calls to resolve outstanding patient accounts in an automated call center environment. Some evening and weekend work may be required.

Responsibilities

• Handle inbound and outbound collection calls to and from patients, guarantors, and third parties to effectively manage customer accounts, resolve patient questions, and provide customer service.
• Manage a heavy volume of patient accounts in a work queue environment, collecting accounts via online payments, promises, and payment plans while resolving accounting issues, disputes, or customer complaints in a customer-service-friendly and professional manner.
• Assist patients in completing and applying for financial assistance as needed.
• Update patient demographics, insurance information, and guarantor information to maintain accurate patient records.
• Accurately and consistently document all collection actions and fully document all collection conversations.
• Comply with all HIPAA privacy regulations and protect the confidentiality and privacy of patients, guarantors, and their personal financial records.
• Maintain compliance with federal and state regulations and organizational policies.
• Assist office with administrative duties as needed, including typing, contacting insurance companies, researching documents, copying records, and handling mail, phone, and email requests from insurance companies, attorneys, patients, and others.
• Maintain and manage all incoming and outgoing mail.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent education required.
• Minimum of 6 months of experience working in a medical office setting, hospital patient accounting office, accounts receivable (AR), or bad debt collection outsourcing firm.
• Call center, healthcare collection, or healthcare patient accounting experience preferred.
• Familiarity with information systems and ability to organize and prioritize work.
• Excellent verbal and written communication skills.
• Customer service recovery skills and ability to interact with patients and staff in a tactful and diplomatic manner.
• Good judgment and discretion while following written and verbal instructions and policies.
• Ability to handle a high volume of patient account calls, actions, and inquiries.
• Efficient time management, ability to handle a high-volume work queue, and recover outstanding receivables at a competitive level.
• Available for evening and weekend work as goals and workload dictate.

Physical Requirements

• Continuous standing, walking, and sitting.
• Ability to bend at the waist, kneel, climb stairs, use both hands and legs fully, possess good finger dexterity, and perform repetitive motions with hands, wrists, elbows, and shoulders.
• Reach in all directions and maintain 20/40 corrected vision.
• See and recognize objects both close at hand and at a distance.
• Work in a latex-safe and indoor environment.
• Frequently lift and/or carry objects weighing up to 20 lbs unassisted.
• Infrequently lift from 36” to overhead up to 15 lbs.
• Occasional work in dusty areas and confined/cramped spaces.

Pay

Hourly pay range: $27,296.00 (minimum) – $43,680.00 (maximum), with a midpoint of $35,485.00.