Patient Collection Specialist

Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly formed School of Medicine.

Monday - Friday 8am - 5pm

We are unable to offer a work visa sponsorship for this position. You must be authorized to work in the U.S. to apply.

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

*Minimum of five (5) years' experience in a healthcare environment with direct experience with patient financial counseling, insurance billing and follow-up.
*Knowledge of medical terminology related to Current Procedural Terminology ( CPT), Healthcare Common Procedure Coding System ( HCPCS) and International Statistical Classification of Diseases ( ICD-10).

The Patient Collection Specialist must demonstrate strong proficiency in using Electronic Medical Record ( EMR) systems, with a solid understanding of billing functionalities to accurately determine and bill patient responsibility after insurance claims are processed. Responsibilities include monitoring third-party online payment platforms by transmitting batches and posting payments, as well as staffing the Business Services Department phones to post payments and counsel students regarding their insurance benefits and account balances. A significant portion of this role involves actively collecting outstanding balances, processing patient and insurance refund requests, and managing in-house collections. Once a balance is confirmed as the patient's responsibility, the account is flagged for collection efforts and, if unresolved, forwarded to a third-party collection agency. This position also compiles reports for accounts eligible for year-end write-offs, manages Motor Vehicle Accident ( MVA) claims, monitors Workers' Compensation accounts, and performs additional duties as assigned.

* Possess excellent interpersonal and customer service skills.
* Possess computer skills (Microsoft Office), strong basic math skills and the ability to handle multiple tasks with flexibility and attention to detail.
* Demonstrated ability to communicate effectively and professionally with colleagues and other departments to resolve coding and claim issues.
* Understanding of payer billing processes and reimbursement methodologies.
* Competency with Electronic Medical Record ( EMR) systems.

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.

Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Patient Balance Management & Collections
* Monitors patient responsibility balances that are over 90 days old and researches and compiles a report of accounts eligible for year-end write-offs.
* Reviews Explanation of Benefits (EOBs) to determine if balances are the patient's responsibility, ensuring accuracy and appropriateness of payments and denials by comparing them to the patient's account.
* Investigates discrepancies and takes appropriate corrective actions. Once a balance is confirmed to be the patient's responsibility, the account is flagged and processed through in-house collection procedures.
* Collaborates with patients seeking to establish payment plans by creating structured schedules and maintaining a payment calendar to track expected payments.
* For accounts where in-house collection efforts have been exhausted, coordinates the referral of those accounts to a third-party collection agency.
* At the close of each fiscal year, reviews prior year's write-off reports to identify any payments received during the current fiscal year. Generates and submits a report of current-year accounts eligible for write-off to the UHC reserve account for review by UGA Accounting.
* Serves as the primary contact for responding to daily patient balance emails distributed to patients with outstanding balances.

Payment Processing & Refunds
* Monitors third-party payment website (Bluefin), transmits payment batches, and posts payments to patient accounts.
* Unflags account in Banner if patient balance is paid in full.
* Processes patient and insurance refunds.

Business Services Phone Support
* Answers multiple incoming calls in a courteous and professional manner, providing a positive first impression to all callers, including students, insurance representatives, and departmental liaisons.
* Provides accurate information regarding charges within the Practice Management System ( PMS) and addresses a variety of inquiries related to account balances, insurance details, diagnoses, billed amounts, contractual adjustments, and payments.
* Utilizes the PMS efficiently to review account notes and actions, ensuring patient concerns are addressed thoroughly without unnecessary call transfers.
* Processes credit card payments over the phone and ensures all relevant account information is accurately documented.
* Refers complex inquiries to the appropriate supervisor or department, providing all necessary details such as the patient's name, 81#, and any other pertinent information.
* Composes and enters detailed internal notes summarizing phone conversations to maintain continuity in account handling.
* Prepares and maintains a daily deposit, ensuring accuracy and compliance with internal procedures.

Claims & Collections Liaison
* Liaison between third party collection agency and UHC Business Services and the liaison between all UHC departments regarding Workers' Compensation and MVA accounts.
* Receives monthly "statement of account" reports from the third-party collection agency and accurately posts collection payments and agency commissions.
* Reviews the Workers' Compensation policy and procedure document annually to determine if updates or revisions are necessary.
* Ensures accuracy in processing Workers' Compensation accounts by reviewing each case and billing the appropriate party in accordance with established protocol.
* Works and communicates with auto insurance companies and attorney offices, regarding Motor Vehicle Accidents (MVA's) and getting those claims paid.