Patient Account Collection Specialist

Recipient Account Collections Specialist

Cochlear is the most recognized brand in hearing health care. Come be a part of our amazing mission and join the number one most trustworthy company in the healthcare industry as recognized by Newsweek in its 2024 rankings of the World's Most Trustworthy Companies! If you know Recipient Account Collections, this is a fantastic opportunity to join the Reimbursement & Insurance Services team at the global leader in implantable hearing devices! This role offers a hybrid or remote work environment dependent on place of residence. The position follows a hybrid work model for Colorado-based employees (in-office three days per week in Lone Tree, CO). Candidates residing outside of Colorado may work fully remotely.

The Recipient Account Specialist is responsible for providing exceptional service to all customers (internal / external) by acting with a sense of urgency to perform collection follow-up with patients (referred to as recipients) regarding open accounts receivable and / or delinquent accounts while demonstrating a high degree of knowledge, integrity, and empathy in all aspects of team performance and operations. Primary responsibilities involve interacting with patients to pursue account resolution, explaining, and reviewing account activity with patients, extending payment options, and collecting payments. The Recipient Account Specialist performs comprehensive reviews and follow-up activities that facilitate cash collections. The key purpose of the Recipient Account Specialist is to pursue reimbursement of services rendered and achieve accounts receivable resolution. This team works through open accounts receivables (current and delinquent accounts) by actively taking patient phone calls or using web-based communication options. This position must effectively assist patients with sensitive and confidential issues, while supporting our obligation to collect. Representatives must be able to independently handle multiple tasks, including offline responsibilities in a fast-paced environment.

Key Responsibilities :

• Responsible for review and resolution of the outstanding balances on patient accounts assigned.
• Actively work on all open patient balances from reimbursement or self-pay accounts to pursue payment and ensure accounts have been appropriately deemed patient responsibility.
• Perform various collection actions including contacting patients by phone and via email, processing patient payments and payment plans, generating and sending out invoices and statements as necessary.
• Ensure collection conversations are in accordance with Cochlear's policy and procedures and in compliance with all federal and state guidelines.
• Place and release credit holds on accounts as patient balances / unreturned processors are resolved, and flag accounts for 3rd party collections as needed.
• Review and recommend write off / adjustments of balances with management approval as appropriate.
• Initiate / process financial hardship approvals and perform approved adjustments to patient accounts.
• Participate in the Recipient phone queue and SFHC case queue.
• Update patient demographics as necessary to include personal and insurance information on file.
• Demonstrate ability to maintain composure when faced with difficult conversations that can be unpleasant.
• Demonstrate ability to remain compassionate when communicating with patients.
• And other duties as assigned.

Key Requirements :

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities.