Patient Financial Recovery Specialist

Firstsource; Oregon; Hybrid; USD 25,000 - 39,000; Full time

Job summary

Firstsource is seeking a Patient Financial Recovery Specialist to provide customer service to hospital patients and assist them in resolving account balances. The role involves handling calls, collecting payments, arranging payment plans, and verifying insurance information.

You will operate across multiple software systems and must maintain confidentiality and professional conduct. The ideal candidate has a high school diploma, experience in customer service or call centers, and familiarity

Qualifications

• High school diploma or equivalent is required.
• Prefer previous experience with customer service/call center.
• Prefer 1–3 years’ experience with revenue cycle healthcare.
• Proficient PC and Microsoft applications; ability to type 30–40 wpm.

Responsibilities

• Handle inbound calls from patients and make outbound calls via our automated dialer.
• Assist patients with account balances, set up payment arrangements, and process payments by phone.
• Identify and gather insurance information; enter data into the client host system.
• Screen patients for financial assistance and resolve account issues.
• Maintain accurate, up-to-date account notes; coordinate with multiple software systems.
• Meet daily and monthly goals set by management.

Skills

Customer service

Call center

Time management

Communication

Billing knowledge

Education

High school diploma or equivalent

Tools

Automated dialer

Host system

MS Office

Job description

Job Title

Patient Financial Recovery Specialist

FLSA

Non-Exempt

Department

Receivables Early Out

Last Updated

12.07.2023

Reports To

Supervisor

GENERAL SUMMARY

The Patient Financial Recovery Specialist will provide customer service to hospital patients who have questions on their accounts and assist them in resolving their account balances.

Foundation Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

• Handle inbound calls from patients as well as make outbound calls to patients through our automated dialer system.
• Assist patients with their account, which includes asking the patient to pay their balance, setting up payment arrangements, taking and processing payments over the phone, identifying, and gathering new insurance information, entering insurance information into client’s host system, screening the patient for financial assistance, answering patient questions, and resolving any other patients account issues.
• Maneuver between several different software systems.
• Verify insurance and follow-up with pending insurance based on client direction.
• Maintain accurate and up to date information in the account notes.
• Meet specified daily and monthly goals, such as number of accounts worked, dollars collected, time on the dialer, and objectives as assigned by management on a regular basis.

Additional Duties and Responsibilities

• Always maintain confidentiality of account information.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Maintain awareness of and actively participate in the Corporate Compliance Program.
• Maintain a neat and orderly environment.
• Assist with other projects as assigned by management.

Educational/Vocational/Previous Experience Recommendations

• High school diploma or equivalent is required.
• Prefer previous experience with customer service/call center.
• Prefer 1 – 3 years’ experience with revenue cycle healthcare experience.
• Ability to effectively work and communicate with coworkers, patients, and outside agencies.
• Ability to always present oneself in a courteous and professional manner at all times.
• Ability to stay on task with limited supervision.
• Demonstrate initiative and creativity in fulfilling job responsibilities.
• Excellent organization and time management skills.
• Ability to prioritize multiple tasks in a busy work environment.
• Reliability of task completion and follow-up.
• Proficient PC and Microsoft application(s) knowledge and the ability to type 30-40 wpm.

Working Conditions

Call Center office and/or virtual work environment. Must be able to sit for extended periods of time.

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Employee Signature _____________________________

Date___________________________

At time of Performance Evaluation: I have read and reviewed the job description and I consider it to be substantially correct.

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