COLLECTION AGENCY REPRESENTATIVE

2600 White Plains Hospital Medical Center; Nevada (IA); On-site; USD 79,116,000 - 118,705,000; Full time

Job summary

White Plains Hospital Medical Center is seeking a Collection Agency Representative for the Patient Accounts team. You will handle incoming calls, respond to emails, process credits and payments, and reconcile patient accounts daily to ensure accurate billing and timely resolution of patient concerns.

Ideal candidates have a High School Diploma or GED, 1–2 years hospital experience, knowledge of third‑party billing, and proficiency with EPIC; English is required and Spanish is preferred.

Qualifications

• Minimum High School Diploma or GED.
• 1–2 years’ hospital experience.
• Knowledge of third‑party billing and reimbursement.

Responsibilities

• Answer incoming calls and respond to emails to resolve patient issues.
• Process patient credits and payments and reconcile accounts.
• Assist walk‑in patients with financial questions and concerns.
• Review and reconcile overpayments and prepare statements for agencies.

Skills

Fluent English

Spanish language

Education

High School Diploma or GED

HBI certification

Tools

EPIC EMR

Job description

City/State: White Plains, New York Department: Financial Services Patient Accounting_8 Work Shift: Day Work Days: MON-FRI Scheduled Hours: 8:30 AM-4:30 PM Hours Per Pay Period: 75 Pay Rate/Range: $27.6106 -$41.4267 For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors. Title: Collection Agency Representative Job Code: 800544 Department/Location: Patient Accounts FLSA Status: Non-Exempt Reports to: SBO Manager

Position Summary

The collection agency representative is responsible for assuring all vendor return files are worked daily and timely for reconciliation. Responsible for answering incoming telephone calls, responding to patient emails, correspondence, and messages to resolve patient issues and concerns. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk‑in patients to resolve patient account issues and concerns. Performs other duties as assigned.

Essential Functions and Responsibilities

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors
• Responsible to assure workqueue’s are worked daily and timely assuring proper reconciliation of all vendor return files
• Report up to management any issues related to vendor return files
• Assure appropriate actions taken on accounts based on the return file from vendor
• Responsible for answering incoming telephone calls and responding to resolve call in the shortest amount of time possible
• Responsible for assisting walk‑in patients with financial assistance concerns and issues
• Responsible for sending inquiries to patients regarding inaccurate or incomplete information
• Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary
• Responsible to accelerate to management issues as identified
• Completes charge adjustments and allowances entries on accounts as needed
• Recodes accounts by insurance carrier and plan number and enters in the Health Information System (HIS) for billing or rebilling purposes
• Responsible for review and reconciliation of patient overpayments
• Responsible for processing patient payments and researching discrepancies
• Reviews all accounts listed on the pre-collection trial balance report to determine if the account should be referred to an outside collection agency
• Record and reconcile acknowledgement of accounts forwarded to early out vendors and collection agencies
• Review payments and prepare appropriate paperwork for commission payments to agencies on a monthly basis
• Prepare all certified bills as requested
• Process inpatient and outpatient discontinuation notifications received from agencies
• Prepare and code accounts for agency referral
• Reviews all mail correspondence related to agencies and responds accordingly
• Works and reviews agency reconciliations
• Responsible for processing and reviewing financial assistance applications timely and in accordance with our policies
• Responsible to communicate with patients’ status of financial assistance applications and update account information as appropriate
• Performs all other related duties as assigned

Education & Experience Requirements

• Minimum Education: High School Diploma or GED required.
• Minimum Experience: Minimum of one to two years’ experience within a hospital setting
• Knowledge of third-party billing and reimbursement
• Familiarity with electronic medical record systems, EPIC preferred.
• Fluent in English speaking and writing
• Fluent in Spanish preferred
• Effective 12/1/2022 the HBI (Healthcare Business Insights) one time certification course is required and must be completed during the onboarding period and prior to start date.

Core Competencies

• Ability to cooperate with others.
• Must be able to speak, write understand and communicate the English language.
• Effectively communicate with internal and external customers.
• Integrity to handle the confidential aspects of work.
• Retains composure under stress.

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.

Must be able to remain in stationary position 50% of the time.

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

The person in this position frequently communicates with patients who have questions, must be able to exchange accurate information in these situations.

Must be able to detect and greet patients arriving.

Primary Population Served

• Neonatal (birth – 28 days) Patients with exceptional communication needs
• Infant (29 days – less than 1 year) Patients with developmental delays
• Pediatric (1 – 12 years) Patients at end of life
• Adolescent (13 – 17 years) Patients under isolation precautions
• Adult (18 – 64 years) Patients with cultural needs
• Geriatric ( > 65 years) All populations
• Bariatric Patients with weight related comorbidities
• Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

White Plains Hospital Medical Center is an equal employment opportunity employer. White Plains Hospital Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. White Plains Hospital is a proud member of the Montefiore Health System, serving as its tertiary hub of advanced care in the Hudson Valley. The Hospital is a 292‑bed not‑for‑profit health care organization with the primary mission of providing exceptional acute and preventive medical care to all people who live in, work in or visit Westchester County and its surrounding areas. White Plains Hospital has outpatient medical facilities across Westchester, including multispecialty practices in Armonk, Hawthorne, Larchmont, New Rochelle, Rye Brook, Scarsdale, Somers, Yonkers and Yorktown Heights; and Scarsdale Medical Group locations in Harrison and Scarsdale. The Hospital is fully accredited by the Joint Commission, and in 2025 received another 5-star rating from the Centers for Medicare & Medicaid Services (CMS) — the highest distinction offered by the federal agency – for the fourth consecutive year. In addition, the Hospital received its third Magnet® designation from the American Nurses Credentialing Center (ANCC), a distinction held by only two percent of hospitals in the country. White Plains Hospital has consistently received the Outstanding Patient Experience Award from Healthgrades®, and in 2025 was awarded an “A” Safety Grade from the Leapfrog Group for the 14th consecutive time.