Customer Service and Collections

SCHEDULE: Monday-Friday 8a-5p

MAJOR RESPONSIBILITIES & DUTIES:

• Resolves patient responsibility balances through proven debt collection techniques, determining the most appropriate collection method, to include telephone calls and/or letters, setting up payment arrangements and referrals to external collection agencies, all in accordance with department standards.

• Provides optimum customer service, returning calls and/or emails within 24 hours of receipt, conducts patient interviews by adapting and utilizing situational-based interviewing techniques to meet the respective needs and abilities of the patient, process patient payments promptly, and according to departmental policy and procedure and ensures all accounts are documented in a clear, concise and timely manner.

• Reconciles customer disputes as they pertain to payment of outstanding balances, determining root cause, evaluating available solutions and selecting the most appropriate for each situation, enlisting the efforts of management when necessary to accelerate the collection process when escalation is needed and following thru to ensure resolution.

• Accountable for reducing delinquency for assigned accounts, maintain department defined acceptable error ratios and cash collection goals.

• Pre-screens customers for financial assistance using defined processes, sending financial applications as determined by pre-screening process and communicating with the Financial Services Advocate regarding accounts that are in the financial assistance screening and application process.

• Communicates appropriately using good interpersonal skills, ensuring that a positive, professional demeanor is projected through verbal and non-verbal communications, ensuring information for patients is delivered in a manner that is supportive, timely and understandable.

• Builds and maintains positive relationships with Revenue Cycle staff and other BTNRH resources to meet the patient’s needs and expectations.

• Demonstrates and resolves problems to meet change with positive and supportive behavior.

• Participates as a team member and is accountable for own work responsibilities, while offering help to others to solve problems and complete tasks to facilitate communication and positive team dynamics.

• Demonstrates productive work habits consistently, showing accountability for actions and decisions, soliciting feedback from peers regularly and accepting the feedback in a positive manner, while offering constructive input to support the team and department.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to demonstrate excellent written and verbal communication abilities with diverse range of people.

• Commitment to excellent customer service.

• Strong attention to detail, goal oriented and confidence in making independent decisions.

• Knowledge of Billing, Collections or Accounts Receivable procedures and processes, to include insurance explanation of benefits.

• Ability to prioritize and manage multiple responsibilities and tasks simultaneously, adapting to changes in daily work, with a high degree of accuracy, while maintaining set productivity and quality standards.

• Ability to maintain patient confidentiality and follow the policy FFBH #2100, Confidentiality and Privacy.

• Excellent verbal and written communication with diverse groups of people, exhibiting respect at all times.

REQUIRED QUALIFICATIONS:

• High school graduate or equivalent required.

• Experience working on a personal computer and using Microsoft Office software with proficiency required.

PREFERRED QUALIFICATIONS:

• Experience with high volume patient collections and/or customer service duties within the healthcare field preferred.

• Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.

• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks.  Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Care and respect for others is more than a commitment at Boys Town – it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of belonging for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities.  A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location.  Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs.   Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider.  We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition reimbursement, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.