About Xtend Healthcare
Xtend Healthcare is a revenue cycle management company focused exclusively on the healthcare industry. The company's services range from full revenue cycle outsourcing, A/R legacy cleanup and extended business office to coding and consulting engagements. As part of Navient (Nasdaq: NAVI), Xtend taps the strength and scale of a large-scale business processing solutions company. Learn more at www.xtendhealthcare.net

THIS POSITION IS ON-SITE AT KUAKINI MEDICAL CENTER IN HONOLULU, HAWAII.

Xtend Healthcare is looking for Healthcare Receivables Specialist II (HRS). The 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 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 II will field escalated phone calls and provide guidance around exceptions such as discounts and refunds. In addition to phone/team related tasks, the hybrid role will also assist with review and resolution of outstanding insurance balances on hospital or physician patient accounts.

JOB SUMMARY:

1. Communicate with patients in regards 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 workflows.

• 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
• Completes timely follow-up on assigned accounts
• Perform account research and document findings in detailed manner
• Prepares and makes appropriate requests for adjustment, billing, or appropriate review according to workflow or job aid directive
• Communicate effectively with insurance companies for payment
• Understanding of next steps needed to reach resolution of insurance balance

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
• 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

MINIMUM REQUIREMENTS:

• High school diploma (additional equivalent experience above the required minimum may substitute for the required level of education)
• Minimum of one-year work experience in a call center environment preferred
• PC experience in a windows environment
• Basic keyboarding skills

PREFERRED QUALIFICATIONS:

• Previous sales or customer service experience
• Effective written and verbal communication skills
• Strong listening skills, ability to follow written and/or verbal instructions
• Good mathematical skills including calculator skills
• Goal Oriented, and seeks to consistently meet aggressive daily, weekly, and monthly production and quality goals
• Strong organizational skills and the ability to meet tight deadlines
• Negotiation, counseling and problem-solving skills
• Reliable, ability to work flexible day, evening and weekend hours as required
• Ability to learn company collections computer system and phone system
• Persistent, ability to overcome objections, ability to remove barriers
• Team player