[Hiring] Patient Billing Associate - Collections @Kestra Medical Technologies, Inc

Role Description

This position is accountable for the timely & compliant billing of customer orders to patients. When insurance coverage is available, this position is responsible for reviewing patient balances and ensuring accurate billing for services after federal, state and commercial insurance plans have processed their claims. This position will also establish payment arrangements with patients and collect on balances, following KMTS policies and procedures, while minimizing bad debt and continuous improvement of cash flow. This position will work side-by-side with the Director of Collections in improving the overall patient collection process, as well as collaborate with the various customer support teams across the organization to ensure an overall positive customer experience consistent with Kestra core values. This position will be Monday - Friday, 8am - 5pm Pacific Standard Time.

Essential Duties

• Ensure patients statements are generating appropriately, reconciling patient balances identified in the revenue cycle management (RCM) system with both the insurance explanation of benefits (EOB) and our statement system.
• Supports call center operations by receiving patient inbound calls, assisting patients with any questions or clarifications regarding their billing statement.
• Works with the patient to establish payment terms consistent with Kestra policies and procedures, including but not limited to establishing payment plans, assisting the patient in applying for CareCredit or Financial Assistance, and/or negotiating discounts.
• Utilize the various RCM systems to assist patients with making credit card and bank account payments, set up payment plans and initiate billing/statement holds.
• Research and resolve patient billing concerns, escalating issues as appropriate to leadership.
• Identify if specific receivables are to be qualified as refunds, adjustments or write-offs, initiating the appropriate transaction with the RCM system to resolve open accounts receivable (AR).
• Initiate patient outbound calls to drive patient cash collections.
• Identify and communicate issues leading to patient complaints to supervisor, enabling continuous process improvement and a positive customer experience.
• Review and complete daily /weekly tasks to achieve patient collection goals.
• Assist in the development of training materials that will be shared across functions.

Competencies

• Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement.
• Integrity: Commitment, accountability, and dedication to the highest ethical standards.
• Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service.
• Action/Results: High energy, decisive planning, timely execution.
• Innovation: Generation of new ideas from original thinking.
• Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
• Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.

Qualifications

• 5 years of experience in the healthcare billing and/or collection environment.
• 3 years of experience in healthcare customer service environment.
• Proficiency with Microsoft Office Word, Excel, and PowerPoint.
• Preferred: 1 year in DME/HME environment.
• Experience with Bonafide and/or CollectPlus.
• Experience with Salesforce.

Work Environment

• Fast-paced, remote-based role.
• Minimal noise volume typical to an office environment.
• Extended hours when needed.

Physical Demands

• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage.
• Frequent stationary position, often standing or sitting for prolonged periods of time.
• Frequent computer use.
• Frequent phone and other business machine use.
• Occasional lifting required, up to 25 pounds.

Travel

• Occasional travel, domestic and international, may be required, less than 5%.

Benefits

• Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.

Salary

Annualized between $66,000 and $76,000. Depending on experience and location.

Equal Opportunity Employer

Kestra Medical Technologies is an equal opportunity employer. Kestra Medical Technologies does not discriminate on the basis of race, color, religion, national origin, veteran status, disability, age, sexual orientation, gender identity and/or expression, marital status, or any other characteristic protected by law.

We are unable to sponsor or take over sponsorship of employment visas at this time. Applicants must be eligible to work for any employer in the U.S.

Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare. Kestra maintains a drug free workplace and testing is a condition of employment.