Collection Representative Lead

Advocate Aurora Health candidates must live in these states: AK, AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY

Major Responsibilities

• Responsible for continued follow-up on all assigned accounts in order to obtain high cash flow until the account is either paid/resolved, the work standard complete and the account can be referred to a collection agency or is deemed uncollectable.
• Contacts patients, employer, insurance companies and government agencies either by telephone or mail in order to expedite payment.
• Establishes effective working relationship with patients, collection agencies, vendors and internal departments to effectively resolve account issues.
• Handles patient, internal department, third party agency, vendor requests/inquiries and complaints in regards to bad debt collection process. Resolves patient complaints concerning billing and collection functions using good human relations skills and sound credit procedures.
• Interprets insurance verification, billing, follow-up, collection and legal information provided for each patient account to accurately resolve patient questions and account issues. Effectively documents all accounts in regard to why the account has been opened, process documentation and actions taken to resolve outstanding issues.
• Handles the accounting of settlement offers, vendor remits, and cash posting issues related to bad debt accounts. Responsible for learning, understanding, and performing actions in all patient billing systems, both past and present, to assure proper handling of all bad debt accounts.
• Maintains the lowest possible ratio of bad debt expense write-off by employing good collection methods.
• Maintains and reconciles records of placements to third party agencies. Reconciles differences between bad debt balances and third party records.
• Watches for trends in agency or patient billing issues and alerts management. Provides guidance and serves as a resource person for personnel. Assists teams with more complex issues, works with employees to resolve problems, and provides necessary training. Distributes and monitors daily work, assists management with employee guidance, and provides ongoing feedback on performance.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required

• High School Graduate.

Experience Required

• Typically requires 5 years of experience in insurance processing, collections, customer service or legal administration.

Knowledge, Skills & Abilities Required:

• Demonstrated to work with complex billing issues in a healthcare environment.
• A broad and comprehensive knowledge base of accounting or credit/collection fundamentals and/or a broad, comprehensive knowledge base and understanding of department-specific billing, cash and insurance follow-up procedures required.
• Demonstrated proficiency in word-processing and spreadsheet applications required.
• Advanced knowledge of computerized patient accounting systems required.
• Excellent analytic, organizational, communication, and writing skills required. Must have the ability to deal with a variety of people under stressful circumstances.
• Strong leadership skills and excellent human relations skills.

Physical Requirements and Working Conditions

• Must be able to sit the majority of the workday.
• Must be available to travel between sites as needed.
• Occasionally lifts up to 10 lbs. when moving/lifting manuals and binders.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.