Patient Account Recovery Specialist

JOB TITLE: Professional Collection Specialist (PCS)

EMPLOYER: Gulf Coast Collection Bureau

DEPARTMENT: Operations

REPORTS TO: Department Supervisor

BONUSES AND COMISSIONS!

SUMMARY: This position is primarily responsible for contacting consumers in an assigned work list and via a predictive dialing system to resolve accounts and secure payment plans where applicable.

DUTIES AND RESPONSIBILITIES:

• Communicates with consumers via phone and maintains compliance standards through proper documentation, status update, queue and telephone manner.
• Follows all FDCPA, FCCPA, FCRA, and HIPAA internal policies and procedures
• Follows the ACA Code of Ethics
• Confers with consumer/patient by telephone and chat and seeks to determine reason for overdue payment
• Demonstrates basic compliant negotiation skills to resolve GCCB’s accounts accurately which may include reviewing the explanation of benefits, previous billing statements, and basic date of service information with the consumer/patient.
• Gathers all required pertinent insurance information where insurance has not billed or there is missing information
• Initiates complete and clear requests to specific departments as needed for insurance filing and follow-up, compliance, accounting, workers compensation, dispute handling, and attorney and estate representation.
• Initiates follow-up on broken promises
• Receives payments and accurately processes payment plans and settlements
• Follows client work plan specific instructions
• Escalate supervisor and complaint calls to ensure high level of service is provided to the consumer
• Requests necessary notices to expedite account resolution
• Follows all client required expectations in the client work plan with regard to how accounts are managed
• Attends training courses as assigned for initial and ongoing training
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

Requirements

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Certificates, licenses and registrations required: Associates or bachelor’s degree preferred
• Computer skills required: Contact Software; Microsoft Office Suite, minimum 35 wpm.

COMPETENCIES:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Frequently required to utilize hand and finger dexterity for mouse and keyboard access
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and or move more than 10 pounds.
• Specific vision abilities for this job include: Close vision; Distance vision; color vision and ability to adjust and focus.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Referral program
• Tuition reimbursement
• Vision insurance
• Work from home

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• Office
• Remote

Education:

• High school or equivalent (Required)

Experience:

• Negotiation: 1 year (Preferred)
• Medical collection: 1 year (Preferred)

Location:

• Tampa, FL (Required)

Work Location: Remote