01Overview
Role Description
The Specialist I-Revenue Cycle is responsible for handling outbound and inbound patient phone calls related to patient collection activities within a high-volume call center environment, providing efficient and professional customer service. The Specialist I-Revenue Cycle:
Researches and documents all performed work.
Refers patient accounts to bad debt agencies appropriately.
Plays a key role in supporting patient financial services by managing high-volume inbound and outbound calls related to patient collections.
Delivers professional, courteous, and efficient customer service while addressing patient inquiries and concerns.
Researches account details and documents all interactions accurately.
Ensures appropriate referral of accounts to bad debt agencies when necessary.
Qualifications
High School Diploma or GED.
One (1) year minimum collection experience, preferably in a Healthcare or Call Center setting.
Requirements
Solid knowledge of patient collections and bad debt procedures.
Ability to work with various systems to perform daily job duties.
Strong listening and problem-solving skills with attention to detail.
Effective communication skills, both verbal and written.
Ability to work independently within guidelines.
Essential Tasks and Responsibilities
Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum.
Thoroughly reviews accounts to identify and communicate outstanding balances for collection, and resolves any discrepancies, collaborating with outside departments as needed.
Identifies and escalates issues to SPRC leadership appropriately.
Maintains detailed notes to assist any party reviewing patient accounts.
Meets or exceeds required quality, productivity, and collection performance standards as determined by SPRC leadership.
Provides resolution to patient calls based on established standards and procedures.
Remains in good standing with all NGHS policies including those related to attendance, positive attitude, and staff development.
Follows scripting guidelines outlined by Supervisor/Manager when interacting with patients to maintain high quality of service.
Listens and thinks critically to make sound judgments on patient accounts.
Maintains an understanding of collection processes, techniques, and follows department standard of work.
Performs other duties as assigned.
Physical Demands
Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time.
Weight Carried: Up to 20 lbs, Occasionally 0-30% of time.
Vision: Moderate, Occasionally 0-30% of time.
Kneeling/Stooping/Bending: Occasionally 0-30%.
Standing/Walking: Occasionally 0-30%.
Pushing/Pulling: Occasionally 0-30%.
Intensity of Work: Frequently 31-65%.
Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding.
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