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Billings Clinic Self Pay Collections and Customer Service Call Center Specialist in Billings, Montana

Self Pay Collections and Customer Service Call Center Specialist

PATIENT FINANCIAL SERVICES

Non-Exempt
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Shift: Day

Employment Status: Full-Time (.75 or greater)

Hours per Pay Period: 1.00 = 80 hours

Starting Wage DOE: $14.28

JOB SUMMARY

The Self-Pay Collections Call Center Specialist is responsible for one of the lasting impressions a patient will have of Billings Clinic by providing exemplary customer service within the Patient Financial Services Call Center. The Self-Pay Collections Call Center Specialist will respond to a variety of questions from patients for both hospital and clinic services, providing assistance in resolving concerns as quickly and efficiently as possible, providing education both verbally and via mail in an effort to manage the patient and/or guarantor’s expectations as a patient/customer of Billings Clinic as it relates to the self-pay billing and collection processes. The Self-Pay Collections Call Center Specialist is responsible for appropriate initial call outs and follow up calls until account balance is resolved. The Self-Pay Collections Call Center Specialist is responsible for supporting consumer requests, including processing one-time and reoccurring paymen ts. They work to identify additional contact information. A majority of their time will be spent on the auto-dialer handling calls and account management.

ESSENTIAL JOB FUNCTIONS

-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 follo wing 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 developm ent; 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.

MINIMUM QUALIFICATIONS

-Minimum High School or GED High school graduate or equivalent
-1 One year of previous office experience

OTHER QUALIFICATIONS

• Previous collection experience beneficial
• Patient accounts or insurance billing experience beneficial

Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered

Billings Clinic is Montana’s largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more atwww.billingsclinic.com/aboutus

Billings Clinic is committed to the principles of Equal Employment Opportunity. All policies and processes are designed toward achieving fair and equitable treatment of all employees and job applicants. Employees are encouraged to discuss any concerns they have in this regard with their immediate supervisor and/or the Vice President People Resources. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, creed, religion, national origin, gender, gender identity, sexual orientation, age, marital status, genetic information or disability.

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