Collections Specialist at Genesis Healthcare System

GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Day Shift (United States of America)

Scheduled Weekly Hours:

40

Department:

Financial and Revenue Cycle Administration

Overview of Position:

The Collections Specialist is responsible for calling patients and helping them satisfy their overdue account balances related to their healthcare at Genesis. Their primary goal is to work with the patients who have an outstanding self-pay balance greater than 120 days. They will work with the patient to establish a payment arrangement that works for their financial health. They can review financial assistance resources, or payment plan options to lessen the burden for patients to relieve their account balances.

This position reviews aged accounts to determine patient responsibilities and communicates options to reach mutual agreement of satisfying patient balance. They must be self-motivated with strong interpersonal skills. Remote working availability after introductory period and satisfactory performance level consistently achieved.

ESSENTIAL DUTIES
In a call center environment:
1.    Contacts patients to communicates various payment sources and options available to resolve aged patient balances.
2.    Self-pay Collectors will work within a high productivity paperless collection system environment contacting patients regarding balances due, utilizing automation via predictive dialer, Mychart and various other methods to reach large volumes of patients in the most effective manner.
3.    Investigates historical claim data to ensure collections due are appropriate.
4.    Focuses on resolving patient collection questions and provides insight into options for satisfying outstanding balances.
5.    Ability to actively listen to patients and problem solve for the most effective outcomes on claims resolution.  
6.    Utilizes strong listening and negotiating skills to secure a minimum payment on each patient encounter called.
7.    Reviews payment options to reach mutual agreement of satisfying patient accounts.
8.    Contacts third-party payers as appropriate for coordination of benefits, reimbursement issues and balance follow-up.
9.    Uses secure portals to research address updates and determine insurance eligibility. 
10.    Uses independent decision-making skills as to patient options affecting outcome of account.
11.    Collects patient outstanding co-payments and deductibles.
12.    Demonstrates knowledge to search for documents in EHR and Imaging System to review accounts for claims adjustment and patient balance information. 
13.    Consistently coordinates work to achieve maximum productivity and efficiency during the assigned shift.

QUALIFICATIONS
1.    High school graduate or equivalent.
2.    Must be a self-starter, self-managing, and self-motivated
3.    Strong Attention to detail.
4.    Superior communication, listening and negotiating skills.
5.    Ability to learn new software quickly.
6.    Understanding of HIPAA (patient confidentiality) and collection regulations.
7.    Working computer knowledge, including experience with Word and Excel.
8.    Effective time management and organizational skills.
9.    Strong mathematical skills.
10.    Ability to prioritize, comprehend, and deal with multiple tasks.
11.    Excellent interpersonal, decision-making, and problem-solving skills.
12.    Demonstrates a pleasant, positive, and caring attitude.

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1.    Living the Genesis Mission, Vision and Values: 
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2.    Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3.    Promotes Patient and Employee Safety 
• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.) 
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.    May work in an office setting.
2.    No routine exposure to blood, body fluid or tissues, but may require performance of unplanned tasks where exposure could occur.
3.    Ability to sit, stand, push, pull, and bend.
4.    Ability to sit for extended periods of time.
5.    Ability to lift 10 pounds to waist level.
6.    Uses computer and other office machines.
7.    Close up and peripheral vision abilities.

This description reflects in general terms the type and level of work performed.  It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.
 

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.