SECTION I:
BASIC FUNCTION
The Collections Specialist proactively supports PFS with customer satisfaction. He/she serves as a liaison between the Ellis hospital PFS Department and the community (patients, families, friends, physicians) that Ellis serves. The Collections Specialist answer’s incoming phone calls as well as handles all the patient / guarantor walk in’s, provides them with information, answers questions. The will also be required to do basic math, update insurance and patient demographic information.
Characteristics/qualities needed to be an effective Collections Specialist:
Strong emphasis on time and attendance is required. Good person-to-person skills: listening, speaking and interacting styles that are friendly, courteous and appropriate in a variety of settings. Highly motivated individual and MUST be a team player. Neat, professional appearance required. Proven sensitivity, tact and excellent interpersonal skills are essential. Flexibility and adaptability to a changing, fast-paced environment Emotional control: ability to handle one’s own emotions by remaining calm when under pressure. Also, possession of skills to calm an upset customer. Adaptability: comfortable with change and flexible enough to adjust to changing conditions. Professional attitude – comfortable working in a hospital setting populated by diverse types of people and able to maintain poise and a sense of humor in stressful situations Desire to learn: indulging one’s natural curiosity to facilitate personal and organizational growth. Positive Attitude: Ability to maintain and communicate an optimistic state of mind. Ability to manage multiple tasks and receive work direction from multiple people. Demonstrated ability to work with confidential information and to maintain strict confidentiality is essential A “can do” attitude
SECTION II:
EDUCATION AND EXPERIENCE REQUIREMENTS
Collections Specialist must possess:
Excellent person-to-person skills: listening, speaking and interacting styles that are friendly, courteous and appropriate in a variety of settings. Positive attitude: ability to maintain and communicate an optimistic state of mind. Professional image required. Must be able to follow written Policies and Procedures Must be computer literate and be able to work with worklist and excel reports
The position requires a High School Diploma. Experience in working with families in a hospital setting preferred. Knowledge and understanding of hospital functions and billing is also helpful.
SECTION III:
PHYSICAL REQUIREMENTS
The position is located indoors under normal working conditions. Should be able to push/pull 25 lb., lift/move 15 lb. from floor to table, must be able to stand and walk for a reasonable length of time and distance. Sensory requirements include the ability to articulate and comprehend the spoken English language in addition to being able to read the English language.
ORGANIZATION MEMBERSHIP PERFORMANCE STANDARDS AND RELATED MEASUREMENT CRITERIA
Performance Standards Measurement Criteria
A.
RESPONSIBILITY – Meets all the requirements of his/her position.
1.
Assists the Manager as directed
2.
Anticipates problems and works to solve them.
3.
Performs duties willingly.
4.
Demonstrates appearance and hy-giene appropriate to the delivery of quality services.
5.
Actively participates in all efforts to maintain a safe, clean environment.
B.
SENSITIVITY – Demonstrates sen-sitivity to customers’ needs.
1.
Treats others with consideration, courtesy, and respect, even in stressful situations.
2.
Communicates effectively with patients, visitors and colleagues.
3.
Cooperates with other hospital de-partments.
C.
ACCURACY – Demonstrates know-
ledgable attention to assure proper service to customers.
1.
Work is accurate and thorough; attention to details is evident.
2.
Seeks information necessary for ac-accurately completing job duties.
D.
TIMELINESS – Recognizes time as the individual’s most valuable re-source.
1.
Responds promptly to customers’ needs.
2.
Carries out work assignments within allotted time frame.
E.
ETHICS – Demonstrates a commit-ment to protecting the rights of cus-tomers.
1.
Discusses patient and staff related issues only in a confidential manner and setting, and only with those who have the right to know.
SECTION IV: - continued
ORGANIZATION MEMBERSHIP PERFORMANCE STANDARDS AND RELATED MEASUREMENT CRITERIA
Performance Standards Measurement Criteria
2.
Assists in maintaining the integrity and confidentiality of all data.
F.
Maintains a satisfactory attendance record.
SECTION V:
FUNCTIONAL PERFORMANCE STANDARDS AND RELATED MEASUREMENT CRITERIA
Performance Standards Measurement Criteria
A.
Customer Satisfaction
1.
Performs proactive functions such as informing patient/Guarantor of other outstanding bills other than the one they called on.
2
Reports customer service issues to manager or designee timely.
3.
Works collaboratively with hospital staff in resolving customer complaints.
Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex/gender, age, national origin, disability, genetic information, predisposition or carrier status, military or veteran status, prior arrest, or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, or domestic violence victim status.
Salary Range: $15.84-$22.96/hour Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.