Job Duties & Responsibilities:

• Handles all communication (telephone, email, and written correspondence received through mail). with patients and other departments within the organization to resolve outstanding self-pay balances in a prompt, courteous, respectful manner.
• Provide exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment and financial bottom line.
• Listens attentively to customer’s needs, demonstrating empathy while clearly explaining the insurance billing processes as well as any financial processes and polices of the organization. De-escalate calls and resolve concerns.
• Negotiate full payment from patients and help them set up agreeable payment plans based on current policies as well as offering any financial assistance that may be available to them.
• Respond to voice mail and email messages from patients, guarantors, and other parties in a timely manner.
• Utilize reports available to continually work at reducing Accounts Receivable and reporting any errors or issues to leadership, focusing on a three-business day turnaround time.

Assist external users of Rogers services by answering questions and solving problems involved in their use

• Confirm patients, guarantors, and other parties understanding of the solution and provide additional customer education as needed.
• Brainstorm with the team to develop ideas to resolve problems to better serve the patients and/or improve productivity.

Make follow-up outbound calls to patients, guarantors, and other parties as a part of case resolution, adhering to all HIPAA laws, within an acceptable established timeframe

• Meets position goals and objectives related to accuracy, productivity, e.g., days on Account Receivable, cash collections, avoidable write offs and reimbursement metrics.
• Engage in continuous professional development by attending staff meetings, educational seminars, and workshops.
• Perform other duties as assigned.
• Promote department goals as well as the mission of Rogers.
• Communicate goals to fellow staff members.
• Demonstrate measurable goal achievement.
• Maintain department policies and procedures.
• Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
• Maintain and/or communicate to appropriate party function backlog at a set time.
• Educate inexperienced staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.
• Demonstrate acceptance and training of student interns in the department, as directed.

Demonstrate understanding of Joint Commission and other regulatory agency compliance regulations

• Involve self in the learning and application of standards relevant to the department.
• Participate in services, seminars, and other meetings to increase involvement and awareness of regulations.
• Involve self in the education of other disciplines regarding the department’s regulations.

Participate in Rogers committees, performance improvement team meetings, and team projects, as directed

• Demonstrate punctuality and preparedness.
• Demonstrate effective communication skills.
• Demonstrate good organizational skills.
• Contribute in a positive, solution-focused manner.
• Attend marketing department meetings as needed, actively participate in discussions, recognize and contribute to activities leading to improvement.

Participate in the performance improvement program

• Gain understanding of the performance improvement process.
• Apply the performance improvement model to your department’s activities.
• Participate and/or create performance improvement teams that lead to improvement in other hospital areas.
• Educate and involve self in the hospital and department’s performance improvement plans.

Conduct self in a professional manner

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
• Communicate with all individuals in a positive and professional manner.
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
• Communicate concerns and provide solutions for same.
• Attend outside seminars and/or educational classes to promote professional growth.
• Demonstrate a positive and professional attitude toward parties outside Rogers (provider relations representatives, managed care contractors, visitors, vendors, etc.).
• Comply with Rogers’ policies and procedures, including Human Resources, Infection Control, and Employee Health policies and programs.
• Project a professional image by wearing appropriate, professional attire.

Additional Job Description:

Physical/Mental Demands:

• Exceptional verbal and written customer service and interpersonal communication skills.
• Ability to multitask and manage time effectively.
• Function with a great deal of autonomy as well as with a team.
• Verbal and hearing ability required to interact with patients and employees. Strong numerical ability required to maintain records and quickly assist patients with their billing questions.
• Tact required to interact effectively with employees and professional staff. Logical thinking and discretion required to make decisions in initiating and implementing policies, procedures, and standards.
• Must be able to read and communicate through written, verbal, and auditory skills and abilities.
• Physically/Mentally able to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical. Ability to travel by car and sit for long lengths of time.

Education/Training Requirements:

• High school diploma or GED, required, Associate degree in Healthcare Administration or related field is a plus.
• Minimum one to two (1-2) years’ experience in a clerical, customer service role required, with experience in healthcare negotiation/collections preferred.
• Must have full understanding of customer service and insurance follow-up processes (i.e., billing, collections, managed care, Medicare, Medicaid, and commercial practices) and well-developed people skills.
• Proven working knowledge of explanation of benefits (EOB), CPT, HCFA, UB04, authorizations/referrals and revenue cycle workflow.
• Intermediate computer skills, use of Microsoft Office Suites.
• Valid Wisconsin driver license. Must be granted insurable status by the Rogers Memorial Hospital insurance policy.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)