The Collection Specialist Customer Service will be responsible for managing all Patient Financial Services customer telephone inquiries. He/She will greet and assist callers and resolve questions and/or concerns. He/She will be responsible for ensuring customer satisfaction. 

Job Description:

The Collection Specialist Customer Service will perform all or some of the following Job description:

• Answer incoming telephone calls related to Patient Financial Services

• Provide general account information, manage customer concerns, and follow patient concerns through resolution

• Update demographic and/or insurance information and re-bill accounts

• Identify and post appropriate write-offs and adjustments

• Provide price quotes and establish payment arrangements according to departmental guidelines

• Document all customer inquiries and collection activity on accounts

• Maintain knowledge of Patient Financial Services policies, payer requirements and corporate compliance initiatives

• Perform other duties and responsibilities as assigned

• Ensure that processes and services are continuously monitored for quality, cost effectiveness, and efficiency

• Engage in process and quality improvement activities

• Make and implement recommendations to improve operational efficiency and to implement new services for areas of responsibility

• Ensure that services are provided in accordance with state and Federal regulations, organizational policy, and accreditation / compliance requirements

• Perform such individual assignments as management may direct

• Establish and maintain effective working relationships within the organization

• Provide information to senior levels of management on the implication of policies and procedures being formulated and recommend specific action

• Engage in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities

• Complete required continuous training and education, including department specific requirements

• Ensure that required documentation for activities within areas of responsibility is performed in an accurate and timely manner

• Ensure that patients, their families, visitors, customers, and employees are treated with kindness and respect. 

• One year post high school work experience in service related industry. Customer service/ call center experience preferred
• Ability to review data and make prompt judgments based on that data
• Ability to work efficiently and effectively under tight deadlines, interruptions and high work volumes
• Excellent written and verbal communications skills
• Working knowledge of computers and basic keyboard skills
• Demonstrated knowledge of hospital safety and infection control policies and procedures, maintaining a safe and clean environment
• Knowledge of Patient Financial Services preferred.

• High school diploma or equivalent. Associate's Degree preferred.