Description

POSITION SUMMARY

The 1st Party Floating Representative is a key function supporting 1st Party clients and is primarily responsible for several components within the 1st Party Department. These components include Financial: Counseling, Walk-In Clinic, and Pre-Service Estimate departments. In this highly visible position, the incumbent is expected to provide timely, accurate, and courteous support service processing overflow workload as needed.

PRIMARY RESPONSIBILITIES

• Treat all consumers with dignity and
• Persuade consumers to pay and/or set up payment arrangements and settlements on deficiency account balances while aiding in resolving negative credit history reporting for our
• Utilize the scripted opening when the right party is This includes identifying the consumer, identifying company, and asking for payment on the account.
• Negotiate payment terms and methods when right party is reached. The negotiation process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to
• 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
• Make outbound and receive inbound calls via an automated system to gather or clarify
• Execute verbal skip tracing procedures when non-right party is reached. This includes asking for home address, home telephone number, and place of
• Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading "
• Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to
• Maintain supporting chronological notes that detail action taken to resolve outstanding account
• Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a
• Politely and promptly answers telephone calls.
• Correctly identify and collect patient demographic information in accordance with company and/or hospital standards.
• Schedule appointments in centralized scheduling system, in accordance with patient’s first service standards using scripted language for greeting the caller, reviewing the scheduling activity and summarizing the transaction at the end of the call.
• Consistently adhere to high standards of customer service.
• Is proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location.
• Communicate information to the patient regarding questions about physician referrals, insurance referrals, and consultations.
• Document (when necessary) account notes in scheduling and registration systems.
• Identify and work to minimize potential financial risk of patient accounts through financial reports, systems information or direct contact.
• Assess and communicate coverage limitations and payment expectations with patients.
• Facilitate the pre-authorization of diagnostic exams, between referring physicians and insurance carriers, through the use of online tools, worklist, and direct phone calls as necessary.
• Respond to questions and concerns.
• Explain financial responsibilities for services received, payment options, and collection procedures.
• Explain insurance benefits, eligibility, requirements, and estimated patient liability based upon analysis and verification of insurance benefits.
• Recommend alternative sources of payment and/or financial assistance when appropriate.
• Communicate with insurance carriers, alternative payment sources, and healthcare providers to act as an advocate for the patient.
• Act as liaison between the patients/families, Case Management Department, Insurance companies and other department staff members regarding any problems with financial responsibility.
• Regularly review admission and outpatient lists for current business day and begin eligibility & verification processes when time permits, preparing for the next business day. Reviews for any potential issues that may require urgent attention.
• Respond to questions and concerns.
• Other duties as needed.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent.
• Ability to communicate clearly and briefly, utilizing proper grammar and telephone.
• Prior PC and keyboard knowledge is a mandatory requirement.
• Ability to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.

SKILLS & ABILITIES

• Communicate clearly, concisely, and effectively both verbally and written.
• Must have a working knowledge of a Windows-based system; experience in word processing and database entry is a plus.
• Must possess interpersonal skills to handle sensitive and confidential situations.
• Position continually requires demonstrated self-confidence, skill, and diplomacy.
• Persuade customers to resolve their accounts within the payment and settlement criteria.
• Some analytical ability is required in order to gather information from consumers, find solutions and prioritize work.
• Work requires continual attention to detail in data entry of information related to consumer interactions.
• Knowledge of healthcare billing and/or collections practices is preferred.
• Strong listening skills – Ability to listen and understand directions.

LANGUAGE SKILLS

• Ability to converse and respond to common inquiries from senior management as well as all other internal customers.
• Ability to write business-related documents such as letters, emails, and other business correspondence as needed.

REASONING ABILITY

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
  

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk, see, and hear. The employee frequently is required to use their hands to dial a telephone, utilize a computer keyboard and mouse, and operate office equipment. The employee is occasionally required to stand, walk, and reach with hands and arms and lift up to 20 pounds

WORK ENVIRONMENT

The employee works remotely from a suitable, comfortable environment that meets health and safety requirements and is in compliance with applicable employment laws in the employee's state of residence. The employee is expected to sit at a designated secure workspace during regularly scheduled work hours, communicate through phone or computer-based calling systems, type on a standard keyboard, and read and comprehend information from a computer screen and/or digital resources. This position adheres to all relevant state-specific regulations regarding work hours, breaks, and other employment standards.

COMPENSATION & BENEFITS

• Market competitive compensation program.
• Health, Gym discounts, Dental, Vision, Life, Health Savings Account, Flexible Spending Account, 401(k), Paid Time Off, Paid Holidays, & More.