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Billings Clinic · 1 day ago

Self-Pay Collections and Customer Service (Full-time)

BILLINGS, MT, US

Full-time

Onsite

Entry Level

$15/hr - $15/hr

1+ years exp

Billings Clinic is a community-owned, not-for-profit health system based in Billings, Montana. They are seeking a Self-Pay Collections Call Center Specialist responsible for providing exemplary customer service within the Patient Financial Services Call Center and managing self-pay billing and collection processes for patients.

Health CareHospitalMedicalNon Profit

Responsibilities

Supports and models behaviors consistent with the mission and philosophy of Billings Clinic and department/service. Provides lasting impression of Billings Clinic Patient Financial Services Department to patients and family members. Focus on patient service is first and foremost. Empowered to initiate service recovery as appropriate

Answers multi-line phone system and responds to a variety of questions from patients, reconciliation of account balances and complaints regarding services received, provides assistance in resolving concerns as quickly and efficiently as possible, provides education both verbally and via mail in an effort to manage the patient and/or guarantor’s expectations as a patient/customer of our facility as it relates to the patient self-pay balance and payment arrangements. Responsible for callbacks to patient/guarantor within one business day with resolution and/or status

Verifies and/or obtains all payments on self-pay balances following Billings Clinic Policies and Procedures

Interviews patients or family members regarding finances on past due accounts. Locates and telephones patients or guarantors and works with patients or guarantor to establish mutually payment arrangements. Inputs all collection activity to meet state and federal guidelines in patient notes on computer system

Responsible to ensure that all regulatory collection practices including FDCPA (Federal Debt Collection Practices Act) regulations as well as TCPA (Telephone Collections Practice Act) are followed and maintained within the Billings Clinic collection practices

Work in conjunction with insurance call center to ensure that claims have appropriate information on them for submission to insurance companies or agencies by reviewing errors and other prebilling insurance reports/worklists

Utilizes performance improvement principles to assess and improve quality

Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements

Maintains competency in all organizational, departmental and outside agency environmental, employee or patient safety standards relevant to job performance

Performs other duties as assigned or needed to meet the needs of the department/organization