Collections Representative Lead

Department: 10276 Revenue Cycle - IL Internal Self Pay Collections Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: 8:30AM - 5:00PM M - F Major Responsibilities: Responsible for continued follow-up on all assigned accounts in order to obtain high cash flow until the account is either paid/resolved, the work standard complete and the account can be referred to a collection agency or is deemed uncollectable. Contacts patients, employer, insurance companies and government agencies either by telephone or mail in order to expedite payment. Establishes effective working relationship with patients, collection agencies, vendors and internal departments to effectively resolve account issues. Handles patient, internal department, third party agency, vendor requests/inquiries and complaints in regards to bad debt collection process. Resolves patient complaints concerning billing and collection functions using good human relations skills and sound credit procedures. Interprets insurance verification, billing, follow-up, collection and legal information provided for each patient account to accurately resolve patient questions and account issues. Effectively documents all accounts in regard to why the account has been opened, process documentation and actions taken to resolve outstanding issues. Handles the accounting of settlement offers, vendor remits, and cash posting issues related to bad debt accounts. Responsible for learning, understanding, and performing actions in all patient billing systems, both past and present, to assure proper handling of all bad debt accounts. Maintains the lowest possible ratio of bad debt expense write-off by employing good collection methods. Maintains and reconciles records of placements to third party agencies. Reconciles differences between bad debt balances and third party records. Watches for trends in agency or patient billing issues and alerts management. Provides guidance and serves as a resource person for personnel. Assists teams with more complex issues, works with employees to resolve problems, and provides necessary training. Distributes and monitors daily work, assists management with employee guidance, and provides ongoing feedback on performance. Licensure, Registration, and/or Certification Required: None Required. Education Required: High School Graduate. Experience Required: Typically requires 5 years of experience in insurance processing, collections, customer service or legal administration. Knowledge, Skills & Abilities Required: Demonstrated to work with complex billing issues in a healthcare environment. A broad and comprehensive knowledge base of accounting or credit/collection fundamentals and/or a broad, comprehensive knowledge base and understanding of department-specific billing, cash and insurance follow-up procedures required. Demonstrated proficiency in word-processing and spreadsheet applications required. Advanced knowledge of computerized patient accounting systems required. Excellent analytic, organizational, communication, and writing skills required. Must have the ability to deal with a variety of people under stressful circumstances. Strong leadership skills and excellent human relations skills. Physical Requirements and Working Conditions: Must be able to sit the majority of the workday. Must be available to travel between sites as needed. Occasionally lifts up to 10 lbs. when moving/lifting manuals and binders. Exposed to a normal office environment. Operates all equipment necessary to perform the job. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care