Solaris Health Holdings - Patient Customer Service and Collection Specialist

Solaris Health Holdings

GENERAL SUMMARY

The Patient Customer Service and Collections Specialist is responsible for addressing patient billing inquiries, resolving concerns or discrepancies, and collecting outstanding balances for healthcare services. This role ensures clear and compassionate communication with patients and supports timely and accurate payment resolution.

ESSENTIAL JOB FUNCTION/COMPETENCIES

The responsibilities and duties described in this job description are intended to provide a general overview of the position. Duties may vary depending on the specific needs of the affiliate or location you are working at and/or state requirements. Responsibilities include but are not limited to:

• Oversee patient accounts, verify and ensure the accuracy of accounts receivable (AR).
• Contact patients to collect outstanding payments.
• Research and resolve patient billing inquiries.
• Accurately document all actions taken to reconcile outstanding balances.
• Communicate with patients and insurance companies to resolve billing issues.
• Ensure compliance with federal and state regulations.
• Explain Care Credit to patients and encourage them to apply to resolve their balance in a timely manner.
• Help patients create reasonable payment plans that suit their needs and support the financial health of facility.
• Provide accurate customer service to patients and insurance companies.
• Prepare specialized invoices and information as needed.
• Prepare accurate files to send to the collection agency.
• Verify patient demographics and update registration as required.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Demonstrates understanding of business and how actions contribute to company performance.
• Demonstrates excellent customer service skills.
• Knowledge of medical terminology, healthcare coding systems, and clinical functions.
• Utilizes Practice Management (PM) system and all other software systems in accordance with Business Office and/or management protocols.
• Ability to follow policies and procedures for compliance purposes.
• Ability to enter data with proficiency and accuracy.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Delivers exceptional patient service throughout all interactions.
• Strong analytical and problem-solving skills.
• Skill in using computer programs and applications including Microsoft Office.
• Ability to work independently and manage deadlines.

EDUCATION REQUIREMENTS

• High school diploma or equivalent required.

EXPERIENCE REQUIREMENTS

• Proven experience in medical billing and collections.
• Relevant experience with relevant software and systems (e.g., billing software, electronic health records).

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%