Patient Financial Experience and Collections Specialist

Children's Hospital Colorado is seeking a Patient Financial Experience and Collections Specialist to support their Patient Financial Services. The role involves managing collections functions, maintaining accounts, and providing excellent customer service to patients and families regarding their financial obligations.

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

Skills

• High School diploma or GED
• One (1) year of experience in collections or call center within a healthcare, front-line clinic, billing office and/or admissions department setting

Benefits

• 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
• Access to professional development tools, including an education benefit to help you advance your career
• Annual employee bonus program
• Annual base pay increases

Company Overview

Company H1B Sponsorship