Self Pay Follow Up Specialist
Rogers Behavioral Health
Summary
The Self-Pay Billing and Follow-Up Specialist is responsible for resolving self-pay accounts while maintaining strong relations with patients, guarantors, and business office departments. This individual utilizes behavioral health billing knowledge and excellent customer service skills to effectively collect from and provide financial resources to patients, thereby promoting patient satisfaction and Rogers Behavioral Health financial solvency.
Job description
Job Duties & Responsibilities
- Handles all communication (telephone, email, and written correspondence received through mail) with patients and other departments within the organization to resolve outstanding self-pay balances in a prompt, courteous, respectful manner.
- Provide exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment and financial bottom line.
- Listens attentively to customer’s needs, demonstrating empathy while clearly explaining the insurance billing processes as well as any financial processes and policies of the organization.
- De-escalate calls and resolve concerns.
- Negotiate full payment from patients and help them set up agreeable payment plans based on current policies as well as offering any financial assistance that may be available to them.
- Respond to voice mail and email messages from patients, guarantors, and other parties in a timely manner.
- Utilize reports available to continually work at reducing Accounts Receivable and reporting any errors or issues to leadership, focusing on a three-business day turnaround time.
- Assist external users of Rogers services by answering questions and solving problems involved in their use.
- Confirm patients, guarantors, and other parties understanding of the solution and provide additional customer education as needed.
- Brainstorm with the team to develop ideas to resolve problems to better serve the patients and/or improve productivity.
- Make follow-up outbound calls to patients, guarantors, and other parties as a part of case resolution, adhering to all HIPAA laws, within an acceptable established timeframe.
- Meets position goals and objectives related to accuracy, productivity, e.g., days on Account Receivable, cash collections, avoidable write offs and reimbursement metrics.
- Engage in continuous professional development by attending staff meetings, educational seminars, and workshops.
- Perform other duties as assigned.
Education/Training Requirements
- High school diploma or GED, required, Associate degree in Healthcare Administration or related field is a plus.
- Minimum one to two (1-2) years’ experience in a clerical, customer service role required, with experience in healthcare negotiation/collections preferred.
- Must have full understanding of customer service and insurance follow-up processes (i.e., billing, collections, managed care, Medicare, Medicaid, and commercial practices) and well-developed people skills.
- Proven working knowledge of explanation of benefits (EOB), CPT, HCFA, UB04, authorizations/referrals and revenue cycle workflow.
- Intermediate computer skills, use of Microsoft Office Suites.
- Valid Wisconsin driver license.
- Must be granted insurable status by the Rogers Memorial Hospital insurance policy.
Requirements
- High school diploma or GED
- Associate degree in Healthcare Administration or related field is a plus
- Minimum one to two (1-2) years’ experience in a clerical, customer service role
- Experience in healthcare negotiation/collections preferred
- Full understanding of customer service and insurance follow-up processes (billing, collections, managed care, Medicare, Medicaid, commercial practices)
- Well-developed people skills
- Proven working knowledge of explanation of benefits (EOB), CPT, HCFA, UB04, authorizations/referrals and revenue cycle workflow
- Intermediate computer skills, use of Microsoft Office Suites
- Valid Wisconsin driver license
- Must be granted insurable status by the Rogers Memorial Hospital insurance policy
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Employee share program
- Life insurance
- Disability insurance
- Flex spending accounts
- Tuition reimbursement
- Health and wellness program
- Employee assistance program
Company overview
Rogers Behavioral Health is a nationally recognized, not-for-profit provider of highly specialized psychiatric care with over a century of experience in the mental health field. Founded in 1907 and headquartered in Oconomowoc, Wisconsin, the organization operates a growing network of treatment facilities across the United States. Rogers specializes in evidence-based treatment for children, teens, and adults with a comprehensive range of mental health conditions including OCD and anxiety disorders, addiction, depression and other mood disorders, eating disorders, trauma, and PTSD. The organization employs over 200 medical professionals, including more than 100 board-certified psychiatrists and psychologists, who collaborate with behavioral specialists, nurses, therapists, and dietitians to provide individualized care. Rogers is distinguished by its measurement-based care approach and clinical outcomes research, operating a dedicated Research Center that advances treatment methodologies through genetics studies, pharmacogenomics, and innovative therapeutic interventions. The organization offers multiple levels of care including inpatient, residential, day treatment, and intensive outpatient programs, maintaining a strong commitment to trauma-informed, patient-centered treatment across all its nationwide locations.