Remote First Party Medical Collector

Hollis Cobb Associates; Duluth (GA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Hollis Cobb Associates is seeking a First Party Collector to manage inbound calls and initiate outbound contact with patients to arrange payment on past-due medical balances. You will follow HIPAA, FDCPA and state laws while documenting interactions in our system.

In this role, you’ll persuade patients to pay, navigate objections, and maintain accurate records. A high school diploma and call center experience are preferred, with ability to type and manage multiple screens during calls.

Qualifications

• High school diploma or equivalent required.
• 2 years of relevant experience in customer service or collections preferred.
• 1 year of call center, negotiating and collecting payments experience.

Responsibilities

• Take inbound and make outbound calls to negotiate pay arrangements on past due balances.
• Persuade patients to pay and overcome objections.
• Document interactions and update records in the system.
• Comply with HIPAA, FDCPA, and state laws.

Skills

Negotiation abilities

Communication skills

Organization

Multitasking

Math calculations

Education

High school diploma or equivalent

2 years of relevant experience in customer service or collections

1 year of call center experience

Tools

EPIC

FACS

Word

Excel

Job description

The First Party Collector is responsible for taking inbound customer calls as well as making outbound calls, contacting consumers in order to negotiate pay arrangements on early out accounts, while following Federal, State, company and client collection guidelines and laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works 1st party accounts
• Professionally persuade patients to pay on past due medical debts
• Overcome stalls and objections and suggest money sources for debt payment
• Leave messages with consumers informing them of contact points via a mandated script
• Update the customer record with new information, record the call result or disposition; as well as any relevant notes about the call via the menu or narrative section of the system
• Adhere to the production standards set for the department and client
• Accuracy and confidentiality in handling medical records in compliance with HIPAA, Federal, State and Company requirements
• Other duties as assigned by manager

QUALIFICATIONS:

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.

EDUCATION AND EXPERIENCE:

• A high school diploma or equivalent is required
• 2 years of relevant experience in customer service, sales, 1st party collections, or a related role is preferred
• 1 year of call center, negotiating and collecting payments, working on an automated dialer, interpretation of EOB's and FACS or EPIC

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong organization and communication skills
• Ability to use professional language and grammar
• Understanding and fully complying with all federal and state laws and regulations (including HIPAA and FDCPA) with regard to FDCPA, state and local laws, collection policies and procedures
• Intermediate to advanced Microsoft skills in Word and Excel
• Strong multi-tasking skills and the ability to handle a high call volume in a fast paced environment
• Ability to compute math calculations using addition, subtraction, multiplication, division, and percentages
• Strong telephone communication and negotiation abilities
• Must have the ability to simultaneously talk and type
• Ability to type minimum of 25 wpm

PHYSICAL SKILLS AND ABILITIES:

While performing the duties of this job, the employee is occasionally required to stand or walk and lift and/or move up to 25 pounds. Also may be required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel or crouch or crawl; see, talk and hear.

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent/employee works in a temperature-controlled office environment or a Work from Home office environment. Incumbent/employee must be able to work on a computer for the scheduled shift; answers and makes telephone calls using a standard or computer soft telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources and utilizes multiple screens and systems simultaneously. All incumbents/employees are provided a Webcam and are required to be on camera 100% of the time during the scheduled shift.

Hollis Cobb is an Equal Opportunity Employer