Requisition Posting Title Self Pay Specialist

Ventra Health, Inc.; Mabalacat; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Discretionary incentive bonus

Job summary

Ventra Health, Inc. is seeking a Self Pay Specialist in Mabalacat, Pampanga. This role involves placing and receiving calls to collect healthcare account balances, providing customer service, and troubleshooting billing inquiries.

The ideal candidate should have at least an associate’s degree and one year of call center experience, preferably in a healthcare environment. Strong communication, organizational, and problem-solving skills are essential.

Qualifications

• Must have at least one year of call center customer service experience.
• Experience in healthcare call centers is preferred.
• Strong math skills are necessary.

Responsibilities

• Place outbound calls to collect healthcare account balances.
• Deliver exceptional customer service to patients.
• Ensure accurate documentation of all calls and actions.

Skills

Fluency in English

Basic knowledge of US health insurance coverages

Strong time management skills

Strong oral and written communication skills

Education

Associate’s degree

Bachelor’s degree in related field (preferred)

Tools

Microsoft Office (Word, Outlook, Teams)

Job description

Job Summary

The Self Pay Specialist role will be responsible for placing outbound calls to collect healthcare account balances due from guarantors. In this role the Specialist will also answer a variety of incoming calls. Outbound and incoming calls will be tied to patient accounts and will require taking resolution steps that may include discussion of insurance coverages, explanations of insurance benefits, and payment plan arrangements.

Essential Functions and Tasks

• Drive guarantor collections.
• Provide exceptional customer service while using account resolution skills when engaged with all patients who contact Ventra by telephone or other means of communication.
• Troubleshoot billing inquiries, explain insurance benefit coverages, and articulate course of action steps and likely resolution timeframes.
• Ensure proper system documentation to accurately and thoroughly summarize encounters with callers and action steps taken for account resolution.
• Collaborate with other internal departments to research insurance denials, billing obstacles, missing payments, payment refunds, or attorney requests.
• Perform special projects and other duties as assigned.

Education and Experience Requirements

• Associate’s degree (2 years) required; bachelor’s degree in any related field preferred.
• One year of call center customer service experience in a high volume, fast paced environment.
• Healthcare call center experience preferred.
• Experience with soft telephone collection skills preferred.

Knowledge, Skills, and Abilities

• Fluency in English.
• Basic knowledge of US health insurance coverages and benefits.
• Basic knowledge of standard insurance documents such as an explanation of benefits (EOB).
• Strong foundation of computer skills including navigating spreadsheets and use of Microsoft Office (Word, Outlook, Teams).
• Strong math skills.
• Strong oral, written, and interpersonal skills.
• Strong time management and organizational skills.
• Ability to adhere to standards and quality guidelines.
• Ability to understand, analyze, interpret and explain complex documents.
• Ability to work in a team environment.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to communicate with diverse personalities in a professional manner.
• Ability to remain flexible and adapt to a collaborative fast paced environment.
• Basic use of telephone, internet, copier, fax, and scanner.
• Understand and comply with company policies and procedures.

Physical Demands

• Work 40 hours per week with occasional standing, walking, sitting, pushing, pulling, reaching, bending, twisting, and frequent hand/finger movement.
• Use computer keyboard and monitor extensively.
• Lift and/or move up to 15–20 pounds.

Compensation

• Base compensation based on factors such as geographic location, skill set, experience, qualifications, and other job-related reasons.
• Eligible for discretionary incentive bonus in accordance with company policies.