Patient Collections Representative

Job Description Summary

To provide Customer Service for patients concerning the resolution and management of their patient account(s) and to undertake outbound telephone collection calls to resolve outstanding patient accounts in an automated call center environment. Some evening and weekend work may be required.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004164 SYS - Financial Services

Pay Rate Type

Hourly

Pay Grade

Health-19

Scheduled Weekly Hours

40

Work Shift

Job Description

Entity/Organization: Medical University Hospital Authority (MUHA)
Hours per week:  40
Scheduled Work Hours/Shift: Monday - Friday 8:00am - 4:30pm
Pay Basis/FLSA:  Hourly / Non-Exempt

Job Purpose: 

 

To provide Customer Service for patients concerning the resolution and management of their patient account(s) and to undertake outbound telephone collection calls to resolve outstanding patient accounts in an automated call center environment. Some evening and weekend work may be required. 

 

Education and Work Experience: 

• High School diploma or equivalent education required.   

• Must have 6 months of experience working in a medical office setting, hospital patient accounting office or AR or bad debt collection outsourcing firm.   

• Call center or healthcare collection experience or healthcare patient accounting experience preferred.   

• Must be familiar with information systems, demonstrate ability to organize and prioritize work, provide excellent verbal and written communication, and demonstrate customer service recovery skills and the ability to deal with patients and staff in a tactful and diplomatic manner.   

• Must exercise good judgment and discretion while following written and verbal instructions and policies.   

• Must demonstrate the ability to handle a high volume of patient account calls actions and inquiries.  Must be able to manage time efficiently, handle a high-volume work queue and recover outstanding receivable at a competitive level with other staff. 

 

Degree of Supervision  

• Direct supervision of site management.  Available for evening and weekend work as goals and workload dictate.  

 

 

Licensures, Registrations, Certifications: 

• N/A 

 

 

 

Physical Requirements: 

• Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, each in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors. Frequently list and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs. infrequently work in dusty areas and confined/cramped spaces.  

 

Job Responsibilities: 

60% 

• Handle inbound and outbound collection calls to and from patients. guarantors and third parties to effectively manage customer accounts, resolve patient questions and provide customer service.  

• Manage a heavy volume of Patient Accounts in a work queue environment, collecting accounts via on-line payments, promises, and payment plans while resolving any accounting issues,