MINIMUM QUALIFICATIONS:

• Minimum High School degree or GED. Four-year college degree preferred.
• Two year of healthcare financial counseling experience or two or more years of Encompass Health Corporation CBO experience with successful completion of competency training in the following departments: Medicare billing, Worker’s Comp/Auto, AR follow-up and Cash.
• One year of customer service experience in a Lead or Management role preferred.
• Working knowledge of all payers
• Strong Knowledge of Microsoft Office products including Outlook, Word and Excel is required.
• Experience with processing credit card transactions preferred.
• Bilingual (Spanish) experience is a plus.
• Onsite for first four weeks of training, then hybrid with three days a week onsite.

SKILLS AND ABILITIES:

• Oral communication, written communication, and active listening. Must be able to speak and understand English.
• Information ordering, deductive reasoning, social perceptiveness, time management, critical thinking.
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner.
• Ability to work independently without continuous supervision.
• Is knowledgeable of computer programs including PAS Web, HealthLogic, Wells Fargo, SharePoint sites, Oracle worklists, Cisco phone system and credit card processing systems.

A LITTLE ABOUT US

We’re confident you’ll see the difference the moment you join our team. Working at Encompass Health means working with a growing national inpatient rehabilitation leader. We’re proud of our career growth opportunities and how our team members work together for the greater good of our patients. We’ve been named one of the “World’s Most Admired Companies” and a Fortune 100 Best Companies to Work For® Award, among others, which is pretty amazing.

POSITION PURPOSE

The Customer Relations and AR Support Analyst is responsible for improving patient balance collections through phone calls to and from patients, by analyzing the process flows of the patient balances moving through the AR processes, identifying areas of opportunity that would improve collections and reduce write offs and working with external vendors to enhance collection efforts. This role must be knowledgeable with all state and federal collection efforts pertaining to healthcare consumers and the collections process. This position may be responsible for completing audits of processes within the Customer Relations team. This position is responsible for cross-training into Credit Balance and Appeals processes to provide departmental support. This position requires the ability to provide quality customer service to patients and provide resolution to high stakes financial situations and to address patient disputes. This role must fulfill requests for itemized statements while demonstrating a working knowledge of all states and/or federal regulations involved with the process.

RESPONSIBILITIES & TASKS

• Maintains compliance with all federal and state-regulated requirements for patient statement, billing, and bad debt processes.
• Performs outbound calls to follow up on patient balances and the status of financial applications and provide additional account support as needed. Suggests method of payments to patients; assisting with payment plan set up.
• Receives incoming calls and correspondence from patients concerning their patient accounts. Assists patients with payment plans and understanding their balances and required next steps for account resolution.
• Acts as a resource for difficult account cases that require advance problem-solving and evaluates best course of action on the account.
• Assesses patient balance inventory and determine strategy for worklists and assignments. Demonstrates understanding of the patient account system as well as vendor software applications.
• Identifies issues with process flows in the patient balance collections activities and reports to management.
• Serves as liaison to home office and hospital leadership regarding patient balance disputes, including any refund issues.
• Displays ability to troubleshoot processing of payments and credit card issues.
• Refunds credit cards, as applicable
• Ability to reconcile payments and charges for MCR, MCR Advantage, MCD, commercial, Worker’s Comp, Auto, VA insurances and escalate discrepancies to the appropriate department.
• May conduct audits to verify that all proper bad debt approval levels have been received for accounts with a balance over $2,500.
• Conducts audit of accounts worked by FC PARs to ensure quality of work and compliance with internal controls.
• Provides account reconciliation support to the Credit Balances and Appeals teams.
• Receives payments over the phone from patients and processes credit cards in compliance with all policies and procedures.
• Records additional patient insurance details and performs eligibility checks to file claim with payer.
• Reviews patient balances to ensure timely and accurate processing of letter series.
• Reviews patient payment accounts to ensure payments are being sent monthly. If patients are no longer paying monthly, places account back into normal collection process.
• Maintains federal, regional, state, local and contractual regulatory requirements including assisting with audits.
• Adheres to all management defined tracking, trending and reporting related to job responsibilities.
• Maintains and complies with all audits, HIPAA, best practices and internal controls.
• Organizes, plans, and manages time effectively to complete assignments. Escalates issues and rework related to job responsibilities to management appropriately and in a timely manner.