Job Title: Experienced Customer Service and Collections Representative – Optimizing Cash Flow and Delivering Exceptional Patient Experience at blithequark
Job Description:
About blithequark
At blithequark, we are dedicated to providing exceptional patient care and services that exceed our patients' expectations. As a leading healthcare organization, we strive to create a positive and supportive environment for our patients, families, and staff. Our commitment to excellence is reflected in our mission to deliver high-quality, patient-centered care that is compassionate, efficient, and cost-effective.Job Summary
We are seeking an experienced Customer Service and Collections Representative to join our team at blithequark. As a key member of our customer service team, you will be responsible for making outbound calls and receiving inbound calls related to the management, cash collection, and final disposition of patient account balances due from patients and/or other responsible parties. Your primary goal will be to optimize cash flow while demonstrating exceptional customer service skills.Core Responsibilities and Essential Functions
As a Customer Service and Collections Representative, you will be responsible for the following core responsibilities and essential functions:- Account Management: Responsible for managing patient account balances, including negotiating payment arrangements and resolving account discrepancies.
- Customer Service: Provides exceptional customer service to patients and responsible parties, responding to their inquiries and resolving their concerns in a timely and professional manner.
- Cash Collection: Collects payments from patients and responsible parties, either in person, via phone, or through other means, while maintaining accurate records and ensuring compliance with blithequark's policies and procedures.
- Final Resolution: Resolves account balances after they become self-pay, ensuring that all necessary steps are taken to collect payment or finalize the account.
- Communication: Communicates effectively with patients, responsible parties, and internal stakeholders, providing clear and concise information about account balances, payment arrangements, and other relevant details.
- Documentation: Documents all interactions with patients and responsible parties, including payment arrangements, account notes, and other relevant information.
- Special Projects: Participates in special projects as assigned, ensuring timely and accurate completion of tasks and meeting productivity and quality expectations.
Key Performance Indicators (KPIs)
As a Customer Service and Collections Representative, you will be measured on the following key performance indicators:- Productivity: Meet or exceed productivity targets, including the number of calls made, payments collected, and accounts resolved.
- Quality: Maintain high-quality service standards, ensuring that patients and responsible parties receive exceptional service and support.
- Customer Satisfaction: Achieve high levels of customer satisfaction, as measured through surveys and feedback.
- Compliance: Ensure compliance with blithequark's policies, procedures, and regulatory requirements, including HIPAA regulations and guidelines.
Required Minimum Education and Experience
To be considered for this role, you must possess the following minimum education and experience:- High School Diploma or General Education Diploma (GED)
- Minimum 3 years of experience in a hospital, physician's office, or related healthcare office environment
- Minimum 2 years of experience in healthcare account management with customer service experience (preferred)
Required Minimum Skills
To succeed in this role, you must possess the following minimum skills:- Basic knowledge of medical terminology
- Basic experience and knowledge of PC applications
- Detailed-oriented, good organizational skills, and ability to be self-directed
- Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
- Flexibility to perform other tasks as needed in an active work environment with changing work needs
- High-level problem-solving, analytical, and investigational skills
- Excellent internal/external customer service skills
- Excellent communication skills to include oral and written comprehension and expression
- Ability to learn quickly and meet continuous timelines
- Exhibit behaviors consistent with principles of excellent service
- Demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
- Exhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)
Career Growth Opportunities and Learning Benefits
As a Customer Service and Collections Representative at blithequark, you will have opportunities for career growth and professional development, including:- Training and education programs to enhance your skills and knowledge
- Opportunities for advancement to leadership roles or specialized positions
- Collaboration with cross-functional teams to drive business results and improve patient care
- Recognition and rewards for outstanding performance and contributions to the organization
Work Environment and Company Culture
As a member of the blithequark team, you will be part of a dynamic and supportive work environment that values:- Collaboration and teamwork
- Continuous learning and professional development
- Excellence in patient care and service
- Compassion, empathy, and respect for patients and colleagues
- Open communication and transparency
- Accountability and responsibility
Compensation, Perks, and Benefits
As a Customer Service and Collections Representative at blithequark, you will receive a competitive compensation package, including:- A competitive salary
- Benefits, including medical, dental, and vision insurance
- Retirement savings plan
- Paid time off and holidays
- Opportunities for professional development and education