Remote Hospital Customer Service Collector

GENERAL SUMMARY:

We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek a skilled Customer Service Collector to join our team of 500 and support our exciting journey. We value people and are building a culture to match.

Job Summary

As a Customer Service Collector, you are responsible for ensuring the timely and efficient collection of outstanding patient balances from guarantors, while providing exceptional customer service to patients, families, and healthcare providers. This role involves assisting with patient inquiries, resolving billing issues, and maintaining accurate records of financial transactions within a hospital healthcare call center setting.

Job Title: Hospital Customer Service Collector

Role Location: Remote

Reports To: Customer Service Manager

General Responsibilities
• Guarantor Collection:

Contact patients/guarantors by phone, mail, or email to request payment for outstanding balances.

Set up payment plans or settlements for outstanding accounts, working with patients and their families to ensure affordability and adherence to agreements.

Review patient accounts for accuracy, identify discrepancies, and resolve billing issues.

Escalate unresolved issues to the appropriate department or supervisor.
• Customer Service:

Serve as the primary point of contact for patient/guarantor inquiries regarding billing, insurance, and financial matters.

Provide clear and accurate explanations of charges, insurance coverage, and payment options.

Address and resolve patient complaints or concerns related to billing and payments in a professional and empathetic manner.

Provide guidance and support to patients navigating insurance coverage, payment options, and financial assistance programs.
• Billing and Documentation:

Maintain detailed, accurate, and up-to-date records of all interactions and payments in the patient accounting financial system.

Ensure compliance with health system policies, federal regulations, and patient privacy standards (HIPAA).
• Collaboration:

Collaborate with other departments such as Billing and Patient Access teams to resolve complex cases.

Work closely with the Patient Access team to ensure correct patient information and resolve outstanding claims.
• Compliance and Training:

Stay informed about changes in healthcare billing regulations, insurance policies, and financial assistance programs.

Participate in ongoing training to ensure consistent and up-to-date knowledge of billing practices and financial assistance programs.

Qualifications:

Strong organizational skills and attention to detail.

High level of accountability and adherence to performance metrics.

Strong communication skills, both written and verbal, with the ability to interact with diverse populations in a professional and empathetic manner.

Ability to manage multiple tasks and priorities in a fast-paced environment.

Proficient in using billing and customer service software and healthcare management systems.

Knowledge of medical billing, insurance, and payment processes.

Ability to remain calm and professional under pressure.

Understanding of HIPAA regulations and patient confidentiality.

Strong problem-solving and negotiation skills.

Ability to handle difficult conversations with patience and empathy.

Perform other job-specific duties as assigned.

Requirements
• Education: High School Diploma or GED required; Associate’s Degree or billing/coding certification preferred.
• Experience:

Associate’s Degree with 5 years of billing experience in an acute healthcare environment; or

High School Diploma with 7 years of billing experience in an acute healthcare environment.

Epic Experience: Preferred but not mandatory.

Physical Requirements: Ability to sit or stand for extended periods, and perform repetitive hand and finger motions.

About Xtensys Connected Health Solutions

We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you’re a collaborative, innovative, and strategic leader, we’d love to talk.