Patient Financial Experience and Collections Specialist

The Patient Financial Experience and Collections Specialist supports both inbound and outbound collections functions for Patient Financial Services, maintains and updates accounts, and conducts analyses for trending and reporting. Demonstrates the ability to appropriately maximize the resolution of all accounts by requesting payment in full, arranging payment schedules, or discovering other insurance. This position possesses good investigatory skills, is detail-oriented, exhibits good listening and problem-solving skills, and can speak with patients/families who may be under tress due to unpaid debts. Helps in educating families on their bill and work to solve concerns presented by patients/families, including collaborating with other internal teams and payers to work accounts to resolution.

Additional Information
Department Name: Patient Financial Services
Job Status: Full time, 40 hours per week.
Shift: Day, 8am to 4:30pm, Hybrid

Duties & Responsibilities

• Accepts incoming calls and conducts outbound calls patients/families with outstanding balances to review account information, examine eligibility for financial assistance, and secure payment arrangements. Calculates remaining balances, and then discusses and finalizes the method of resolving balances providing options to patients/families to pay their account balances.
• Maintains knowledge of requirements and guidelines for hospital-sponsored charity care, as well as the availability of financial assistance from external sources.
• Performs billing and follow-up functions on assigned accounts to resolve billing, payment and contractual issues in a manner that conforms to all federal, state and payer regulations and that elicits accurate and timely reimbursement from payers and families.
• Provides excellent customer service to all stakeholders, internal and external. Responds to all phone calls (both inbound and outbound) in an efficient and courteous manner. Listens and responds to customer service needs with the appropriate level of urgency.
• Maintains knowledge of insurance plans and has knowledge of reading and explaining insurance benefits, including the explanation of benefits and cost sharing portions (co-pay, deductible, coinsurance) due by patients/families per their insurance plan processing.
• Coordinates with both internal teams and payers to resolve accounts, including submitting for reprocessing or updates to ensure accounts accurately reflect patient/families responsibilities.
• Diffuses escalated calls, working with patients/families to understand their bill, providing exceptional customer service, coordinating with internal and external stakeholders to help resolve concerns providing a one-stop shop experience which may require follow up to the patient/family if not able to be solved on initial call.
• Updates insurance coverage as necessary to ensure accounts are processed appropriately.
• Responds to both individual and centralized PFS e-mails, responding professionally with the understanding of responding on behalf of CHCO to financial questions from patients/families, attorneys, payers, etc.

Minimum Qualifications

• Degrees
  • High School diploma or GED
• Area of Study
  • Not Applicable.
• Experience
  • Minimum Experience. Required:One (1) year of experience in collections or call center within a healthcare, front-line clinic, billing office and/or admissions department setting.
• Equivalency
  • Not Applicable
• Licenses & Certifications
  • None
• Additional Requirements
  • Not Applicable.
• Competency
  • None

Salary Information
Pay is dependent on applicant's relevant experience.

Hourly Range: $20.14 to $30.21

Benefits Information
Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.

EEO Statement
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information. The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.