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Elements Behavioral Health Lead Self-Pay Collector in Brentwood, Tennessee

Position Summary

Self-Pay Collector Responsibilities

  • Follows all related policies and procedures:

  • Telephone etiquette with clients, internal partners, and external collaborators

  • HIPAA compliance
  • Documentation in the electronic systems
  • Timely response to/interactions with facility staff and corporate staff
  • Processing complaints from clients
  • Applying discounts
  • Provides customer service post discharge for financial matters (charges, balance, and payments)
  • Receives requests, complaints and disputes from clients and forwards to correct internal team for follow-up
  • Speaks with clients and others assuming financial responsibility for the purpose of collecting on outstanding balance that is patient responsibility
  • Reviews information in the patient accounting system (e.g. Allscripts or Medic) and CRM (e.g. Allscripts) related to financial arrangements, payments, and account status
  • Assist client with establishing payment plans and making payments via credit card and mail
  • Contacts the client to obtain additional information or needed signatures to resolve payment denials related to COB, termed coverage, and designated representative for appeals
  • Documents activities in the patient accounting system
  • Makes updates to the patient accounting system related to demographics and payor information
  • Speaks with clients and others assuming financial responsibility regarding credit balances and refunds
  • Utilizes the work queue out of the patient accounting system to guide priorities
  • Prepare documentation for refund request

Team Leadership Responsibilities

  • Identifies gaps and areas for improvement regarding policies, procedures and processes related to self-pay collections
  • Ensures that Self-Pay Collectors are educated regarding changes to existing or new relevant policies, procedures and processes
  • Ensures Self-Pay Collector's compliance with current policies, procedures and processes related to self-pay activities Creates and completes ongoing monitoring and auditing to ensure compliance, quality performance and productivity of self-pay collectors
  • Tracks performance of self-pay collectors; provides documented coaching and mentoring for concerns
  • Completes performance reviews for Self-Pay Collectors
  • Review refund requests for accuracy

Knowledge, Skills, and Abilities

  • Knowledge of insurance terminology; ability to interpret and explain to clients remits/EOBs as this information relates to questions regarding the Patient Statement
  • Ability to utilize payor portals
  • Ability to navigate and understand and patient accounting system (e.g Allscripts or Medic)
  • General computer literacy, including proficiency in Word, Excel and Outlook

Job Qualifications and Requirements

  • High school diploma; some college preferred
  • Two years' experience working in healthcare collections
  • Two years' experience in self-pay collections

Working Conditions

  • Office environment; employees are protected from weather conditions or contaminants, but not necessarily occasional temperature changes

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled