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Healthcare Receivables Specialist III

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Job ID 21REQ-02846 Location Remote Company Name Xtend Healthcare, LLC

THIS POSITION WILL BE REMOTE BUT - MUST RESIDE IN CLOSE PROXIMITY TO THE HENDERSONVILLE, TENNESSEE OFFICE TO BE ON-SITE ONE DAY A WEEK.

The Healthcare Receivables Specialist III (HRS) is responsible for performing phone activities to service and collect patient accounts receivables for medical accounts. HRS will locate and communicate with patients via the telephone to obtain repayment in full or to establish acceptable payment arrangements.Additionally, HRS III will resolve issues of a non-routine nature as necessary as well as answer patients’ questions and research account changes when necessary and contract observance functions to ensure compliance of all company, client, and federal and state regulations. The HRS III will field escalated phone calls and provide guidance around exceptions such as discounts and refunds.

JOB SUMMARY:

1.  Communicate with patients in regard to the repayment of their medical debt.

  • Achieve assigned goals (resolutions, call quality, productivity standards – specified by line of business).
  • Make required number of phone calls daily as determined by management.
  • Profile patients and obtain financial information.
  • Update demographic and financial information on each call.
  • Negotiate the best possible arrangements.
  • Proficiency with company telephone system while placing outbound calls and accepting inbound calls.

2.  Perform account research, resolve escalated patient calls, and route accounts through appropriate client workflow.

  • Assist in resolving escalated patient calls, including complex questions, complaints, and in-depth processes.
  • Use job aids and crosswalks to answer patient questions and resolve accounts in an efficient manner.
  • Perform account research and document findings.
  • Effectively communicate with patients and client to obtain necessary account information.
  • Ensure strong communication skills to convey intricate account information.

3.  Ensure all accounts are worked within client standards and Federal Regulations. 

  • Maintain high quality account handling per client standards.
  • Work within FDCPA, state regulations, department/division & all Compliance Policies.                
  • Provide feedback to HRS I/II in regard to account documentation and workflows to ensure client expectations are met for account handling.
  • Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications.

4.  Maintain continuing education, training in industry career development. 

  • Maintain current knowledge of and comply with all federal and state rules and regulations governing phone calls and collections including HIPAA, FDCPA, Privacy Act, FCRA, etc.
  • Attend training sessions as directed by management.
  • Integrate information obtained through training sessions and policy changes immediately into daily routine.
  • Conduct side by side sessions for new hire employees as they go through new hire training.
  • Provide HRS I/II education call improvement opportunities and areas of success.
  • Integrate information obtained through training sessions and policy changes immediately into daily routine.
  • Assist in answering questions from HRS I/II.

5.   Administrative duties.                           

  • Assist management as needed.
  • Assist with collector productivity monitoring through reports and daily productivity measurements as directed.
  • Assist in communicating with clients when appropriate.

MINIMUM REQUIREMENTS:

  • High school diploma (additional equivalent experience above the required minimum may substitute for the required level of education)
  • one-year work experience in a call center environment preferred
  • Demonstrated ability to perform as a subject matter expert to a team of less experienced HRSs
  • PC experience in a windows environment
  • Mastery of software applications used on a daily basis: Patient Accounting system (both internal and external), Live Vox dialer application. Document imaging, payer websites as applicable, etc.
  • Minimum of six months collections experience preferred
  • Basic keyboarding skills
  • Must be able to obtain required License for collecting
  • ACA certification preferred

PREFERRED QUALIFICATIONS:

  • Previous sales or customer service experience
  • Effective written and verbal communication skills
  • Ability to follow written and/or verbal instructions
  • Ability to coach and develop others
  • Good mathematical and analytical skills
  • Ability to meet aggressive daily, weekly, and monthly production and quality goals
  • Strong organizational skills, ability to manage multiple priorities and the ability to meet tight deadlines
  • Negotiation, counseling and problem-solving skills
  • Ability to work flexible day, evening and weekend hours as required
  • Ability to learn company collection computer system and phone system


All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.

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