Patient Collections Representative

MUSC Health; Charleston (SC); On-site; USD 2,066,400 - 2,755,200; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Parental leave

Disability insurance

Training programs

Competitive pay

Merit increase

Wellbeing resources

Tuition reimbursement

Employee discounts

Flexible schedule

Certification incentive

Job summary

MUSC Community Physicians (MCP) is seeking a Customer Service representative to manage patient accounts and perform outbound collection calls in an automated center. Some evenings and weekends may be required.

The role requires a high school diploma and prior experience in medical office settings or collections, with strong communication and organization skills. Competitive benefits and regular daytime hours are offered.

Qualifications

• High school diploma or equivalent required.
• At least 6 months of experience in a medical office setting, hospital patient accounting office, AR or bad debt collection outsourcing firm.
• Call center or healthcare collection experience preferred.
• Ability to use information systems, organize and prioritize work, and communicate effectively with patients and staff.

Responsibilities

• Handle inbound and outbound collection calls to patients, guarantors and third parties to manage accounts.
• Collect payments via online payments, promises and payment plans while resolving disputes or complaints.
• Assist patients in applying for financial assistance as needed.
• Update patient demographics, insurance and guarantor information.
• Document all collection actions and conversations; maintain HIPAA privacy compliance.
• Assist with administrative duties (typing, contacting insurance companies, research, copying records, mail, emails).
• Other duties as assigned.

Skills

Customer service

Medical office experience

Call center

HIPAA compliance

Job description

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

MUSC Community Physicians (MCP)

Worker Type

Employee

Worker Sub-Type

Regular

Cost Center

CC004513 MCP - Revenue Cycle

Pay Rate Type

Hourly

Pay Grade

Health-19

Scheduled Weekly Hours

40

Scheduled Work Hours/Shift

Monday - Friday 8:00am - 4:30pm

Job Description

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.

Required Minimum Training and Education

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.

Required Licensure, Certifications, Registrations

N/A

Job Duties And Responsibilities

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 online payments, promises, and payment plans while resolving any accounting issues, disputes or customer complaints in a customer‑service friendly and professional manner. Assist patients in completing and applying for financial assistance as needed. Update patient demographics, insurance information and guarantor information to maintain accurate patient information. Accurately and consistently document all collection actions and fully document all collection conversations. Comply with all HIPAA privacy regulations and protect the confidentiality and privacy of patients and guarantors and their personal financial records. Maintain compliance with federal and state regulations and organizational policies.
Assist office with administrative duties as needed including typing, contacting insurance companies, researching documents, copying records, handling mail, phone and email requests for insurance companies, attorneys, patients and any other request. Maintain and manage all incoming and outgoing mail.
Other duties as assigned.

Benefits

• Health, dental, vision, and life insurance
• Employer Sponsored Retirement Plan
• Paid time off and extended sick leave
• Paid Parental Leave
• Disability insurance plan options
• Continuous professional and clinical training
• Competitive pay
• Annual Merit Increase
• Wellbeing resources
• Tuition Reimbursement
• Employee perks and discounts
• Employee referral program
• Flexible schedule options
• Certification incentive program

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.