A / R Financial Counselor, Collections

A / R Financial Counselor, Collections

POSITION SUMMARY

This position is responsible for communicating patient financial liability, establishing payment plans, and processing delinquent patient accounts to external collection agencies.

RESPONSIBILITIES AND ACCOUNTABILITIES

Responsibilities / Accountabilities :

• Communicates with patients, face-to-face or by telephone, collecting on patient financial liability.
• Process patient accounts promptly and efficiently to reduce receivables and bad debts.
• Monitors payment plans for adherence to defined payment plan guidelines.
• Reviews patient account ledgers and contacts responsible parties to collect monies on delinquent accounts
• Participate in automated telephone work queue collecting on past due balances.
• Places delinquent accounts with collection agency
• Consults with patients regarding their financial responsibility, current benefits, and limitations on coverage for their plan product and payment options.
• Review and process bankruptcy paperwork and deceased patient accounts.
• Process patient accounts promptly and efficiently to reduce receivables and bad debts.
• Process returned mail, making outgoing phone call, verifying demographics for update and / or placing account with external collection agency as appropriate.
• Performs other duties as assigned by the supervisor.

Customer Service and Communications :

Communicates with patients, insurance carriers and other outside entities in a professional manner. Identifies solutions and responds professionally to patient concerns, i.e., pleasant tone of voice, courteous language, etc. Uses appropriate grammar and demonstrates tact and diplomacy in patient interactions, by phone and in person.

Diffuses negative situations with patients and maintains a pleasant and professional tone during stressful circumstances and heavy workload.

Communicates with staff members in a professional, pleasant manner; Shares information relevant to work, no gossiping or disparaging remarks, accepts work without complaint or provides reasons why assignment is unmanageable, asks and answers questions related to improving department performance

TEAMWORK

Teamwork :

Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction / supervision.

Works cooperatively and refrains from participating in negative conversations.

Shares knowledge and insights with co-workers in a constructive manner.

Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers.

Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc.

POLICIES AND PROCEDURES

Policies and Procedures

Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.

Provides assistance and support to leadership in implementing policies and procedures as necessary.

Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

QUALIFICATIONS

Education, Experience, Certification and Licensure Requirements :

High school diploma / GED required. Some postsecondary education preferred. At least 2 years of previous A / R experience or billing / collections experience in a medical office setting required. Experience in healthcare patient accounting, managed care, or case management preferred.

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