Self Pay Follow Up Specialist

The Self-Pay Billing and Follow-Up Specialist is responsible for resolving self-pay accounts while maintaining strong relations with patients, guarantors, and business office departments. This individual utilizes behavioral health billing knowledge and excellent customer service skills to effectively collect from and provide financial resources to patients, thereby promoting patient satisfaction and Rogers Behavioral Health financial solvency.

Responsibilities

Resolve self-pay accounts while maintaining strong relations with patients, guarantors, and business office departments; Handle all communication (telephone, email, and written correspondence) with patients and other departments to resolve outstanding self-pay balances; Provide exceptional customer service to improve patient and/or guarantor relations; Explain insurance billing processes and financial policies of the organization; De-escalate calls and resolve concerns; Negotiate full payment from patients and set up agreeable payment plans; Offer available financial assistance to patients; Respond to voice mail and email messages in a timely manner; Utilize reports to reduce Accounts Receivable and report errors or issues to leadership with a three-business day turnaround; Make follow-up outbound calls adhering to HIPAA laws; Meet position goals related to accuracy, productivity, days in Accounts Receivable, cash collections, avoidable write-offs and reimbursement metrics; Participate in continuous professional development, staff meetings and performance improvement activities; Comply with Joint Commission, State of Wisconsin and Rogers policies and procedures; Educate inexperienced staff regarding relevant regulations; Perform other duties as assigned

Requirements

High school diploma or GED; Minimum one to two (1-2) years' experience in a clerical, customer service role; Must have full understanding of customer service and insurance follow-up processes (i.e., billing, collections, managed care, Medicare, Medicaid, and commercial practices); Well-developed people skills; Proven working knowledge of explanation of benefits (EOB), CPT, HCFA, UB04, authorizations/referrals and revenue cycle workflow; Intermediate computer skills, use of Microsoft Office Suites; Valid Wisconsin driver license; Must be granted insurable status by the Rogers Memorial Hospital insurance policy; Exceptional verbal and written customer service and interpersonal communication skills; Ability to multitask and manage time effectively; Ability to function with autonomy as well as with a team; Verbal and hearing ability required to interact with patients and employees; Strong numerical ability required; Must be able to read and communicate through written, verbal, and auditory skills and abilities; Physically/Mentally able to perform job duties as verified by a post-employment physical exam; Ability to travel by car and sit for long lengths of time

Nice to have

Associate degree in Healthcare Administration or related field; Experience in healthcare negotiation/collections

Benefits

Health, dental, and vision insurance coverage for you and your family; 401(k) retirement plan; Employee share program; Life/disability insurance; Flex spending accounts; Tuition reimbursement; Health and wellness program; Employee assistance program (EAP)