Recipient Account Collection Specialist

Recipient Account Collections Specialist

Cochlear is helping people hear, and be heard, all over the world. 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 in your application and at interview :

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated / standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving / critical thinking skills to discern and convey information. May be asked to occasionally transport / move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization / classification of information and planning are also required.

The work environment is a remote work environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.