Self-Pay Collection Team Lead

Job Title: Self Pay Collection Team Lead

Reports to: Single Business Office Supervisor

Position Summary: The SBO Self-Pay Collection Team Lead will be responsible for making outbound inquiries to resolve self-pay balances and initiate financial assistance screenings. This position will be the department’s group leader in a supporting role providing the team with assistance in handling inquiries related to self-pay accounts and working with patients as needed to identify escalated patient billing issues, taking action to bring accounts to resolution and maximum payment on patient balances. Research and resolve accounts appearing on dept specific work queues. Trains new hires and provides ongoing training to current team members. The candidate will be a self-starter who is comfortable in a fast-paced environment and is prepared to jump on board and be a part of our motivated and driven staff for customer service. The candidate should be an experienced, well-spoken, motivated professional with a desire and drive to succeed, while delivering the highest level of customer service possible.

Performs analysis of accounts with staff to ensure 501R Rules are adhered to and all possible methods of resolving balances are discussed.  Meets WWT & UI Health guidelines, government and HIPAA policies and procedures by utilizing multiple databases and applications. 

Essential Duties and Responsibilities:

• Provides support to SBO department as the team’s “go to” person for training and questions.
• Provides support to staff with resolving complex accounts and with techniques to increase production, quality and patient collections.
• Responds directly to customers who need assistance when answering phone calls or emails from customers to provide quick resolution of issues and questions.
• Reports trends to management and provides operational guidance and/or suggestions for resolution and prevention of errors.
• Provides input in improving overall department and organization efficiency and performance by identifying potential opportunities to enhance internal processes.
• Analyzes and resolves patient complaints; responds to escalated patient inquiries.
• Effectively communicate issues to management, including payer, system or escalated patient account issues as well as develop solutions.
• Escalate calls outside of their scope to the customer service Supervisor or Director
• Assists management with running reports as needed.
• Research and obtain required documents to resolve patient issues.
• Train New Hires - train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls.
• Monitors and provide constructive feedback on activities, processes and workflow adherence. 
• Reinforces collection practices with staff are complaint with Fair Patient Billing Act, 501r Requirements and Fair Debt Collection Practices Act (FDCPA), NSA and all state and federal regulatory requirements.
• Assists with special projects and other duties as assigned.

Knowledge, Skills & Abilities

• Ability to work 8 hours per day M-F and occasional overtime when needed
• Self-motivated and goal oriented
• Work independently yet also be part of a team with a positive attitude.
• Ability to identify and resolve collection issues in addition to reading the explanation of benefits and researching the history of accounts that led to the self-pay balance
• Excellent verbal and written communication skills
• Ability to effectively handle difficult customer situations on the phone
• Critical thinking and use of good judgment in decision making
• Ability to efficiently manage multiple tasks and follow up within a timely manner
• Ability to read and understand the Fair Patient Billing Act, 501r Requirements and Fair Debt Collection Practices Act (FDCPA)
• Ability to focus and successfully meet monthly or quarterly goals set by Management

Education/Experience:

High School Diploma/GED required. Minimum 3-4 years of experience and/or training in Healthcare Customer Service or Self-Pay Collections, Single Billing Office or medical billing; or equivalent combination of education and experience, 2-3 years of leading a team in previous experience in Healthcare Customer Service/Self Pay Collections. Strong working knowledge of EPIC software is required. Strong analytical and interpersonal skills and ability to interact with one or more of the following areas: billing, collections, insurance, or customer service, financial assistance 2-4 years in medical billing and customer service field required. Experience should demonstrate mid-level level knowledge of analyzing and resolve complex problems in a quick and effective manner. Must have the ability to analyze and interpret data, good problem-solving skills and initiative. Experience should also demonstrate the use of effective communication skills with patients, staff and ancillary departments; demonstrate proper telephone techniques and etiquette; show sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits teamwork skills to positively acknowledge and recognize other colleagues and uses personal experiences to model and teach within organizations standards.