The CSR 2 is responsible for collecting maximum, targeted dollars on their assigned accounts in order to ensure the highest recoverability of self-pay accounts. High standards of courtesy, performance, diplomacy and respect for our patients and their confidentiality are essential.
The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner. The CSR 2 must also be able to determine ability to pay vs. willingness to pay and route their accounts appropriately when needed.
The CSR 2 must be able to:
• Consistently meet collection activity goals.
Consistently meet call handling goals.
• Answer inbound phone inquiries and places outbound calls to resolve outstanding self-pay balances.
• Effectively handle all communications include telephone, mail, and email from patients/guarantors regarding their outstanding account(s).
• Effectively negotiate payments/payment plans.
• Identify accounts eligible to transfer to outside collection agency.
• Communicate effectively through phone and email and possess a high level of articulation and professionalism and empathy.
• Organize and collect financial information with minimal to no errors.
• Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes.
• Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations.
• Work side-by-side with new and existing Customer Services Representatives to train on current and development systems and practices.
• Work bad debt, bankruptcy, deceased, non-statutory charity and other advanced work queues.
• Work offsite at Regional facility for patient inquiries.
• Work independently on special projects and cross departmental assignments.
• Handle escalated situations with patients.
Multi-task and prioritize other responsibilities as assigned
This position does not provide patient care.
|