Collection Account Specialist

Description

The Collection Account Specialist at Utah Valley Pediatrics is responsible for managing patient and insurance account balances, processing payments, and resolving billing inquiries. This role supports the financial operations of the practice by ensuring accurate posting, follow-up, and communication regarding patient accounts. The ideal candidate is detail-oriented, professional, and customer-focused.

Work Schedule: Expected schedule for this job is Mon-Fri, 9:00 AM-5:00 PM, in-office. 

Requirements

Essential Behaviors and Characteristics:

• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive and supportive, even during stressful situations.
• Treats everyone with the utmost respect and courtesy. Recognizes and supports the contributions of others, and shows patience and kindness in helping others as they learn and grow. Speaks positively and respectfully of others.
• Is honest in all of their dealings. Stays on task and uses time at work to benefit patients, coworkers, providers, and the company as a whole. Their actions reflect positively on Utah Valley Pediatrics.
• Responds promptly to the needs of others and looks for ways to help and serve.
• Offers exceptional customer service with every interaction, actively seeking opportunities to give positive, memorable service. Listens carefully and thoughtfully, and works collaboratively to help anyone in need.

Required Skills:

• Customer Service: Ability to handle irate customers. Able to defuse rather than add to tense situations. Communicates with customers clearly and helps them understand what their obligations and responsibilities are. Maintains professionalism under pressure. Willing to go the extra mile to help customers resolve account or claim issues.
• Attention to Detail: Accuracy in work. Follows through completely on account issues.  
• Self-starter: Ability to prioritize and manage multiple responsibilities. Can make judgement calls based on knowledge of set policies and procedures. Motivated to stay on task with little supervision.
• Basic Computer Applications: Proficient in keyboard and 10-key. Knowledge of Word, Excel, Outlook and internet functions.
• Communication: Ability to read, understand and follow written and oral instructions. Ability to clearly communicate needs, instructions, concerns, etc. with others.
• Office Equipment: Basic knowledge of standard office equipment such as copiers, fax, printers, etc.

DUTIES INCLUDE, BUT ARE NOT LIMITED, TO:

• Account research and clean-up
• Insurance tracking on unpaid claims
• Incoming customer phone calls regarding account issues
• Outgoing phone calls to customers regarding balances
• Follow collection law regarding collection practices
• Draft and send outgoing collection notices
• In-house customer interactions regarding account issues
• Set-up and tracking of payment plans
• Collect and post payments to customer account
• Research and refund customer credits
• Skip tracing (return mail)
• Turn accounts over to outside collection agency; provide any additional information and/or support as needed.
• Coordinate dismissal of accounts from practice
• Help identify continuous training/re-training needs
• Compile reports as needed
• Attend staff meetings

PHYSICAL AND MENTAL DEMANDS:

• Ability to sit for 7-8 hours a day
• Ability to use a keyboard and 10-key for 7-8 hours a day
• Some lifting (20-50 lbs.) may occasionally be required
• Occasional stress related to workload and customer problems

NECESSARY QUALITIES:

• Able to create and contribute to a pleasant office atmosphere
• Able to maintain medical and financial confidentiality
• Friendly and caring nature which keeps communication lines open
• Ability to maintain cooperative relationships with customers, physicians, co-workers and management staff
• Strong desire to be helpful with both customers and co-workers

WE PROVIDE TRAINING ON THE FOLLOWING:  

• Medical management software 
• Medical terminology; as related to position (not a certification)
• Medical coding; as related to position (not a certification)
• HIPAA
• Utah Valley Pediatrics Policies and Procedure
• Collection Law

EDUCATION AND EXPERIENCE:

• High School diploma
• Experience in the Medical field is helpful but not required
• Experience in the Collection field is helpful but not required
• Must attend any training opportunities provided by Utah Valley Pediatrics