Customer Service Representative 1 (Medical Bad Debt Collections)

Title: Customer Service Rep 1 (Medical Bad Debt Collections)

Location: Remote - USA

Job Description:

Here at Savista, we enable our clients to navigate the biggest challenges in healthcare: quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect and Excellence (CARE).

Job Summary

The Customer Service Representative 1 resolve patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. The Customer Service Representative 1 not only act as an advocate for the customer, but also serves as a liaison between colleagues, clients and State/Government agencies in a collaborative effort to facilitate coverage for current and future medical expenses. This position is responsible for completing daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process. Duties include researching and reconciling accounts, communicating with clients, government and commercial payers and operating within multiple client systems. This position provides customer service support and resolution of routine problems and questions regarding the revenue cycle.
• Prefer medical collections/ bad debt experience*

Duties and Responsibilities

Contact Center | Patient-Facing:
• Through both inbound and outbound calls leveraging an auto-dialer, negotiate payment with patients/guarantors by reviewing prior account payment history. The CSR 1 will also respond to customer questions utilizing knowledge and expertise on insurance and healthcare.
• Answer incoming patient or client call/email requests and handle in a prompt, courteous and professional manner.
• Meet or exceed performance objectives including account resolution, collections, and quality assurance goals.
• Perform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters.
• Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies.
• Answer incoming patient or client call/email requests and handle in a prompt, courteous and professional manner.
• Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle.
• Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail.
• Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans and account status.
• Interact with both client and internal departments to ensure proper account handling
• Interface with team members, management, and customers in reference to patient issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Process patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Support Savista's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA and other laws applicable to Savista's business practices. This includes becoming familiar with Savista's Code of Ethics, attending training as required, notifying management or Savista's helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrate awareness of confidentiality obligations.
• Other duties as assigned or requested by Supervisory or Managerial personnel such as acting as back up in another department.

Preferred Skills
• Bilingual in English and Spanish.
• Experience with performance metrics and goals.
• Experience with dual monitoring systems.
• Experience with utilizing a dialer system.
• Experience in a performance-based commission structure.
• Experience working in a role with a high volume of both inbound and outbound calls.
• Strong problem-solving skills to bring inquiries to effective resolution.
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.
• Advanced computer proficiency (including knowledge of windows-based applications).
• Excellent written and verbal communications and typing skills (30 WPM) required.

Requirements
• High school diploma or GED.
• At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accounts.
• At least 3 years of experience working in a role with a high volume of either inbound or outbound calls.
• At least 3 year of healthcare experience working within a patient financial services office or insurance collections for all payers.
• Expert knowledge of patient access services and the overall effect on the revenue cycle.
• Payer networks, government resources, and medical terminology.
• Demonstrate ability to manage escalated calls.
• A subject matter expert with demonstrated capability to support/train/mentor other team members.
• Demonstrate experience communicating effectively with a customer and simplifying complex information. Understand medical collection terminology.
• Demonstrate ability of critical thinking skills and adhering to compliance protocols.
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Experience with customer interactions that require live, accurate documentation of the encounter while also communicating with members in a warm, helpful and professional manner while simultaneously building credibility and rapport.
• Demonstrate ability to meet performance objectives.
• Demonstrate success working both individually and in a team environment.
• Be patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patient.
• Ability to communicate with patients in a warm, helpful and professional manner while simultaneously building credibility and rapport.
• Must be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ET.
• Must participate in ongoing training and self-development.
• Must complete and pass mandatory educational requirements.

Savista is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $16 to $18. However, specific compensation for the role will vary within the above range based on many factors including but not limited to geographic location, candidate experience, applicable certifications, and skills.

SAVISTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.

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