JOB SUMMARY: Responsible for managing the Collection Unit to ensure all applicable Account Work Queues are worked on a daily basis. Runs daily call down reports and distributes to the collection staff. Works all aspects of the bad debt process including communication with the collection agency and/or attorney as applicable, as well as tracking and reporting of bad debt payments to accounting and creating monthly reports on the collection agencies and attorney account activity. Oversees estate and bankruptcy accounts ensuring all policies and procedures are adhered to. Handles patient complaints, whether by phone, mail, or walk-in, related to self-pay balances by working with the Quality Coordinator and/or Business Office Supervisor, or designee, as applicable. For coverage purposes, performs all duties as assigned to the collection unit staff, including but not limited to, answering phones, setting up payment plans, and meeting with walk-in patients to answer questions regarding balances.
DUTIES AND RESPONSIBILITIES:
- Monitors all applicable account work queues ensuring daily/weekly productivity thresholds are met.
- Distributes daily reports to the collection team ensuring completion.
- For coverage purposes, will answer phones, place outbound calls, set up payment plans, and meet with walk-in patients regarding self-pay balance questions and/or payment.
- Communicates with the physician any problem accounts such as repeated non-payment of self-pay balances that are written off as bad debt.
- Processes estate and bankruptcy accounts as per policy.
- Works directly with the collection agency regarding accounts reported and payments received.
- Reconciles the collection agency accounts received with the accounts sent.
- Provides monthly collection agency payment reconciliation report to the accounting department.
- Creates monthly reports for accounting in relation to collection agency performance, such as percentage of accounts collected on, payments and associated fees, etc.
- Assists the Business Office Supervisor, or designee, with self-pay credits.
- Approve, via the time clock manager, daily schedules and requested PTO as to ensure coverage of the collection unit.
- Handles patient complaints received via phone call, mail, or walk in regarding self-pay balances. May involve working with the Quality Coordinator, Business Office Supervisor, or designee.
- Performs other duties as assigned.
- May be exposed to hazardous drugs.
- Attends OSHA training upon initial employee orientation and annually completes an OSHA competency. RELATIONSHIP WITH OTHERS: Deals directly with patients, staff, supervisory personnel, physicians, insurance personnel and insurance carriers. Ability to maintain effective working relationships with peers and supervisory personnel. Ability to communicate effectively with the Group’s patient population. EXPERIENCE AND TRAINING: Graduated from High School or completed GED requirements with thorough and complete overall understanding of insurance rules and regulations; the ability to deal with various insurance carriers; knowledge of accounting and bookkeeping as they relate to the job. PHYSICAL REQUIREMENTS: Requires sitting, standing bending and reaching. May require lifting up to 20 pounds. Requires manual dexterity sufficient to operate standard office equipment such as computer, fax, calculators and telephone. Requires normal hearing and vision.