Collections Specialist

Collections Specialist

Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values align with ours, apply to join our team!

Position Summary

The Collections Specialist at Borland Groover is part of the Collections Team. The primary responsibility of the Collections Specialist is to collect outstanding patient balances. Other duties may include supporting other departments and Team Lead within a fast-paced Gastroenterology specialty practice.

Essential Job Functions

• Patient Communication: Collectors contact patients through various means, including inbound/outbound phone calls, email, letters, or statements to inform them of their outstanding balances and arrange for payment or negotiate payment arrangements.
• Verification of Balance: Validate the balance by verifying the insurance has been billed and when required, gather necessary insurance information such as policy numbers to ensure accurate billing to insurance companies, review the EOB (explanation of benefits) provided and adjustments to ensure the amount being pursued is accurate.
• Documentation: Maintain accurate and up to date documentation of all communication with patients and insurance companies including payment arrangements, promises to pay, and any disputes.
• Payment Arrangements: Negotiate payment plans with patients following/adhering to the Collections SOP and cancel payment plans when applicable.
• Customer Service: Provide excellent customer service by addressing a patients expressed and unexpressed wishes and needs in a professional and empathetic manner.
• Problem Solving: Own, identify, and immediately resolve patient problems and concerns on the first call to create a memorable and personal experience for our patients.
• Patient Payment Posting: Accurately post patient payments to the appropriate accounts.
• Team Collaboration: Collaborate with other departments when needed to ensure accurate billing.
• Bad Demographics: Return mail is worked in a timely manner to ensure accounts have the most updated and accurate address information by contacting patient and/or utilizing the Accurint system.
• Returned Checks: Post returned check payments to patient accounts. Contact the patient to notify, collect and process a credit card payment over the phone.
• Process Credits/Refunds: Collectors work a credit report or process a refund requested by a patient back to a patient's credit card via Phreesia or patient check after validating the credit. This may involve reviewing Phreesia, EOB (explanation of benefits) and adjustments to ensure the amount being refunded is accurate.
• Patient Correspondence: Responsible for answering mail correspondence same day by calling the patient and providing explanations of charges and answering any other billing related questions or concerns.
• Past Due Balances: Overdue balances are prelisted to bad debt to be worked by in house collections for future visits.
• Goal Achievement: Meet or exceed the Collections daily quota and quality of work requirements.
• Accountability: Must follow organization's Code of Conduct.
• Compliance: Collectors are responsible for following HIPAA. This is to ensure they are following the federal and state healthcare regulations while handling patient information and financial data.
• Training and Education: This job requires access to Personal Health Information (PHI), HIPAA training is required, and HIPAA compliance is expected. Participate in training and compliance initiatives as needed (policy changes, procedure changes, etc.).
• Software Proficiency: Utilize collections software, as well as electronic health record (EHR) systems to manage patient accounts and billing information.

Additional Responsibilities

• Other duties as assigned by Director of Business Office and/or Team Lead, which could include training, specific spreadsheets, and assist other departments.
• Performs other related duties as assigned outside of the normal day to day Collection job functions.

General Qualifications

• Strong customer service skills with both patients and other departments within the practice.
• Ability to maintain confidentiality and communicate in person, by phone, or in writing.
• Ability to work independently and in a team environment.
• Competency in Microsoft Office, EMR and other medical software.
• Ability to communicate effectively with physicians and staff both verbally and in writing.
• Works well with patients, physicians, and staff
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to handle patient issues in a tactful and professional manner.
• Attention to detail.
• Ability to communicate in English.

Education and Experience

• High School diploma or equivalent required.
• Previous experience in Collections or Customer Service preferred.

Physical Requirements

• Sitting: Prolonged periods of sitting at a desk and working on a computer: essential
• Moderate lifting (15-20 lbs.): marginal
• Walking: Must be able to access and navigate each department at the organization's facilities: marginal
• Pushing/Pulling: marginal
• Standing: marginal
• Repetitive motion: marginal
• Reaching: marginal
• Bending: marginal

Emotional Demands

• Fast pace: essential
• Multiple Stimuli: essential
• Intense customer interaction: essential
• Frequent change: essential

Mental/Sensory Demands

• Memory: essential
• Reasoning: essential
• Hearing: essential
• Reading: essential
• Analyzing: essential
• Logic: essential
• Verbal communication: essential
• Written communication: essential

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance
• Short- and Long-term disability
• Profit Sharing
• Supplemental Insurance
• Education and Tuition Reimbursement funding
• Initial Uniform Allowance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Paid Holidays

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest; however, only those selected for an interview will be contacted.