Support Services Specialist II - HYBRID (Medical Bad Debt Collections)

Support Services Specialist

Here at Savista, we enable our clients to navigate the biggest challenges in healthcare: quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect and Excellence (CARE).

Job Summary The Support Services Specialist not only acts as an advocate for the customer, but also serves as a liaison between colleagues, clients and State/Government agencies in a collaborative effort to facilitate coverage for current and future medical expenses. This position is responsible for completing daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process. Duties include researching and reconciling accounts, communicating with clients, government and commercial payers and operating within multiple client systems. This position provides customer service support and resolution of routine problems and questions regarding the revenue cycle.

*Medical collections/ bad debt experience required*

Work Schedule and Location:

Work Hours: Full time, 40 hours per week, hourly position. Monday - Friday from 8:30am to 5:00pm.

Must be available to work a hybrid schedule with a minimum of 2 days in the office and 3 days working remotely.

Onsite Location: 3200 Spring Forest Rd Ste 220, Raleigh, NC 27616

Essential Duties & Responsibilities:

• Meet or exceed performance objectives including account resolution and quality assurance goals.
• Perform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters.
• Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies.
• Answer incoming patient or client call/email requests and handle in a prompt, courteous and professional manner.
• Execute appropriate procedures for follow-up on third party approvals, billing, and collection of overdue accounts.
• Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle.
• Develop and maintain knowledge of commercial and government insurance plans (Medicaid and Medicare), payer networks, government resources, and medical terminology.
• Create, distribute, maintain, and file various accounting reports and/or correspondence.
• Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail.
• Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans and account status.
• Interact with both client and internal departments to ensure proper account handling
• Interfaces with team members, management, and customers in reference to patient issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Processes patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded.
• A subject matter expert that assists the team with escalated customer and client issues, coaches and trains other team members.
• Meet or exceed performance objectives including account resolution and quality assurance goals.

Minimum Qualifications & Competencies:

• High school diploma or GED.
• 3+ years of healthcare experience, specifically in medical bad debt collections.
• Experience working in a support role for a high-paced call center environment or similar role within the healthcare revenue cycle touching patient accounts.
• Expert knowledge of patient access services and the overall effect on the revenue cycle.
• Expert knowledge of commercial and government insurance plans (Medicaid and Medicare), payer networks, government resources, and medical terminology.
• A subject matter expert with demonstrated capability to support/train/mentor other team members
• Demonstrated experience communicating effectively with a customer and simplifying complex information.
• Understand medical collection terminology
• Demonstrated ability of critical thinking skills and adhering to compliance protocols
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Demonstrated ability to meet performance objectives
• Demonstrated advanced capability to produce reports, utilizing Excel, SharePoint, and Internet Explorer.
• Demonstrated success working both individually and in a team environment.
• Be patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patient.
• Communicate with patients in a warm, helpful and professional manner while simultaneously building credibility and rapport.
• Must participate in ongoing training and self-development
• Must complete and pass mandatory educational requirements

Preferred Skills

• Bilingual in English and Spanish
• Experience with performance metrics and goals.
• Experience with dual monitoring systems.
• Experience with utilizing a dialer system and EMR system such as Epic.
• Experience in a performance-based commission structure.
• Experience working in a role with a high volume of both inbound and outbound calls.
• Strong problem-solving skills to bring inquiries to effective resolution.
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.
• Advanced computer proficiency (including knowledge of windows-based applications).
• Excellent written and verbal communications and typing skills (30 WPM) required.

Savista is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $16.00 to $18.00. However, specific compensation for the role will vary within the above range based on many factors including but not limited to geographic location, candidate experience, applicable certifications, and skills

SAVISTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.