Job details

Patient Collections Representative II

At SCP Health, what you do matters
As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.

Why you will love working here:

Flexible schedules and work-from-home opportunities
Strong track record of providing excellent work/life balance
Comprehensive benefits package and competitive compensation
Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

What you’ll be doing:

A Patient Collections Representative II is responsible for receiving inbound and outbound calls with the use of an automated dialing system and offering support and assistance in helping resolve delinquent outstanding balances. This representative will be assigned to collect on accounts with scores of 1 or 2 and all accounts greater than Two Hundred Fifty Dollars. They may also provide backup for SCP calls as needed. Complete all necessary tasks to process the incoming cases received by each department within the queue.

Provide world class Customer Service with professionalism with a one-call resolution approach.
Communicate with patients by telephone, chat or email to bring resolution to unpaid accounts.
Provide thorough, efficient, and accurate account updates on computer files for each call made or received and update record information about financial status of customer and status of contact center effort.
Escalate accounts to the appropriate department for review.
Meet and maintain monthly Patient Contact Center KPIs specific to the Patient Contact Center II role (Patient Satisfaction Score, Quality Assurance, and Revenue Collections).
Counseling patients and presenting options for resolving their outstanding obligations.
Follow-up on customer inquiries not immediately resolved.
Follow up with Patients to ensure that payment arrangements meet the set guidelines.
Counsel delinquent account patients to assist in finding funds to meet debt obligations.
Work closely with our Refunds and Payment Posting Department for overpayment, missing and unapplied monies.
Knowledge, understanding, and compliance with policies and procedures.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Update patient information in necessary systems.
Perform delegated task assigned by management.
Verify account information and takes credit card payments over the phone.
Keep up to date on all company information and trainings
Update Knowledge Base as needed
Ability to navigate multiple systems during call resolution.
Interpret EOB’s
Insurance verification
Must be HIPAA compliant
Familiarity with medical insurance terminology
Contribute to the department by helping maintain the SLA’s “Service Level Agreement”.

Who/What we are looking for:

REQUIRED: High School Diploma or equivalent required, some College or Technical Education preferred with concentration on Medical Billing / Collections
PREFERRED: Medical Billing or Coding Certificate
REQUIRED: Two plus years previous experience Medical Collections, customer Service or Sales
REQUIRED: One to two years of Healthcare/Insurance experience required
Interpersonal and relationship building skills; Ability to establish and maintain positive working relationships, internally and externally.
Resourceful; Utilizes the resources available to you. If you don't know the answer to something find out by asking questions or seeking information
Professional integrity; Ability to work independently with a high level of professionalism, dedication and commitment
Positive attitude and the desire to do the right thing for all customers
Goal oriented
Good oral and written communication skills.
Must be detailed oriented and possess the ability to multi- task and work in fast paced environment.
Basic typing skills.
Basic PC skills, including Windows-based programs.
Analytical ability; Ability to analyze contracts, interpret metrics and understand workflows.
Flexibility; Ability to adapt to change and willingness to take on new tasks

SCP Health and its affiliated companies require all applicants for a non-clinical position to be vaccinated against COVID-19 as a condition of employment, except where prohibited by state or local law. To demonstrate compliance with SCP Health’s vaccination policy, proof of COVID-19 vaccination status will be requested upon a conditional offer of employment. SCP Health will consider religious and/or medical/disability accommodation and other legally required exemption requests as required by applicable law.

To learn more about SCP Health, please visit:
www.scp-health.com

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SCP Health is an Equal Opportunity Employer.

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CEO of SCP Health

Rich DAmaro

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By SCP Health

Our culture of service, dignity, and respectfulness to our team is unparalleled in this industry. Our patients, clinicians, and healthcare partners consistently say the same thing: “You not only deliver great quality care, you do the right thing.”...

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FUNDING

Growth

DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Mid-Level

INDUSTRY

Health Care Services & Hospitals

TEAM SIZE