Reports To: Revenue Cycle Manager
Status: Hourly/Non-Exempt
Supervisory Role: None

Position Pay Range: $15.65 - $17.97 plus monthly bonus

Benefits include: Health, Dental, Vision, 401k, FSA, Paid Hours Off, Paid Holidays, Group Discounts, Life & LTD, EAP, Wellness Program

About Western Healthcare Alliance (WHA)

Western Healthcare Alliance (WHA) began in 1989 when a small group of rural Colorado hospitals decided that there was power in numbers. Today, WHA has 31 healthcare members in Colorado and Utah. Of these 31 members, 21 own Healthcare Management, a separate entity, that provides revenue cycle solutions to healthcare entities. Developing and managing a menu of member-owned and partner programs, WHA saves members money that helps them remain sustainable and viable in their communities.

Position Summary

Resolve account balances on all self-pay patient accounts. Follows up on all assigned accounts with billing systems in accordance with pre-established goals. Negotiates payments in full or payment arrangements.

Essential Responsibilities:

• Contact patients to resolve self-pay accounts.
• Initiates pro active measures that result in account resolution.
• Initiates recommendations and action plans for resolving accounts.
• Must be able to transition between several systems and computer screens simultaneously to view account information. Verify in clients’ system that balances match.
• Review previous notes and understand account prior to contacting patients.
• Follow Account Specialist call scripting and compliance key performance indicators (KPI’s).
• Negotiate payment in full or payment arrangements, including Med-Fi Program.
• Explain and prepare promissory notes for the medical financing program.
• Send promissory note to patient for signature, set up payment plan in system.
• Obtain Insurance information, verify Insurance Eligibility for DOS and contact Coordinator with required information.
• Follow up on late payment plan and med fi balances.
• Receive patient payments.
  
• Ability to overcome stalls from patients and ability to ask probing questions to better understand potential objections to payment. Suggest sources for payment.
• Utilize payment options (credit cards, direct checks, EFT) and secure information, notate account, send receipt to patient if requested.
• Manage mail returns and acknowledgments/consumer patient correspondence.
• Utilize Skip Tracing software to locate patient address/phone number.
• Ability to locate death certificates, and/or obituaries on deceased patients.
• Manage bankruptcy accounts.
• Assists with insurance information, explain insurance payments, patient responsibility, deductibles, and co-insurance amounts.
• Assists with understanding EOB’s and explain charges/services for account.

Knowledge, Skills and Requirements

Education/Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent of education and experience.

• Bilingual (Spanish / English)
• Resolves problems in a timely manner
• Uses reason even when dealing with emotional topics
• Assesses own strengths and weaknesses, pursues training and development opportunities
• Manages difficult or emotional customer situations
• Responds promptly to customer needs
• Speaks and writes clearly and persuasively in positive or negative situations
• Listens and gets clarification
• Balances team and individual responsibilities
• Exhibits objectivity and openness to other’s views
• Works with department manager to set and achieve challenging goals
• Demonstrates persistence and overcomes obstacles
• Measures self against standard of excellence. Prioritize and plans work activities
• Uses time efficiently
• Approaches others in a tactful manner
• Reacts well under pressure
• Treats others with respect and consideration
• Demonstrates accuracy and thoroughness
• Looks for ways to improve and promote quality
• Adapts to change in the work environment and manages competing demands
• Is consistently at work and on time. Follows instructions, responds to management direction
• Takes responsibility for own actions
• Have knowledge of database software, internet software, spreadsheet software and word processing software.

Certificates, Licenses, Registrations
None.

Typical Physical Demands

• Requires corrected vision and hearing to functional range.
• Requires ability to sit or stand for periods of time.
• Requires manual finger dexterity and verbal communication skills.
• Able to operate an automobile and possess or be eligible for a valid Colorado Driver’s License.
• Must be able to function in an office setting with background noise and distractions.