Credit - Collections Clerk II

A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• Collaborates with internal departments to support Financial Assistance approvals and facilitates third-party payment plan arrangements while maintaining compliance with company policies and established procedures.
• Provides exceptional customer service by managing inbound and outbound calls with customers regarding payments, as well as supporting sales partners with payment plans and other customer account inquiries. Ensures patient accounts are accurately updated with all applicable transactions and detailed documentation.
• Perform comprehensive reconciliation of assigned work queues and self-pay collection accounts, including processing correspondence, emails, voicemails, insurance verification, write-offs, work queue activities, and other assigned projects as business needs require.
• Deliver exceptional customer service to both internal and external customers by maintaining a professional, courteous, and solution-oriented approach in all interactions.
• Identify and appropriately escalate customer concerns or complaints that cannot be resolved at the representative level to the appropriate department or supervisor.
• Adhere to established work schedules, including start times, breaks, and meal periods, in accordance with departmental expectations.
• Retrieve and interpret Explanation of Benefits (EOB) documentation from various payer websites and accurately respond to inquiries regarding claim processing and payment details.
• Read, interpret, and apply information from remittance advices, EOBs, and other payer correspondence received from government and commercial insurance carriers.
• Maintain assigned work queues at targeted inventory levels to ensure timely account resolution, maximize cash collections, and reduce self-pay credit balances.
• Consistently achieve departmental performance expectations by maintaining a productivity score of 100% or higher and an average quality score of 2.80 or above.
• Complete additional assignments and special projects as directed by management.
• Demonstrate flexibility to adjust work schedules and hours when business needs require, with appropriate advance notice.
• Accurately follow and execute verbal and written instructions while maintaining attention to detail.
• Support the onboarding and training of new team members by sharing knowledge, providing guidance, and reinforcing departmental processes and best practices.
• Maintain a thorough understanding of corporate and departmental policies, procedures, and compliance requirements while effectively performing the responsibilities of a Collections Clerk within the Patient Financial Services department.
• Demonstrate strong interpersonal, verbal, and written communication skills to effectively interact with patients, providers, payers, sales partners, and internal stakeholders in a professional and diplomatic manner.
• Independently manage daily responsibilities while collaborating effectively within a team environment. Thrive in a fast-paced, high-volume setting by prioritizing workload, adapting to changing business needs, and maintaining accuracy despite frequent interruptions and competing priorities.

Minimum Requirements (Must Have)

• High School Diploma or GED
• Requires minimum of 2 years of relevant collections experience or 3 years of customer service experience
• Experience with Microsoft programs including Word, Excel, and Outlook
• Experience with MS Office suite (Word, Excel, Outlook), and internet and web site navigation
• Experience with healthcare revenue cycle operations, including inter- and intra- departmental processes, Information Technology, and systems integration.

Nice to Have

• Data Entry Accuracy
• Excellent Communication & Interpersonal Skills
• Proven ability to manage multiple competing priorities simultaneously and thrive in a fast-paced environment.
• Strong Sense of Ownership: Self-motivated professional who takes full accountability for project outcomes, problem-solving, and continuous improvement.

Important role details:

• Schedule Monday - Friday, 40 hours/week, flexible work arrangement
• Full-time position
• Location: On-site, San Antonio, TX

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