Patient Collection Associate (San Juan, PR)

Life Unlimited. At  Smith+Nephew we design and manufacture technology that takes the limits of living.    

Role Overview:

 The patient collection associate  will support daily collections for surgeries posted in alignment with IC percentages and legal procedures in PR that apply.  Will oversee patient’s collection percentages and delinquency control in accordance with company, department, and individual objectives.

The patient collector will be responsible for reviewing each account assigned for reconciliation purposes, to manage the appropriate patient information in Webops in accordance with HIPPA law requirements   and to determine the best strategy to approach the client. Will also manage to bring in the maximum amount of revenue and past due portion in assigned accounts. In charge of ARPAY’s application and dispute management for assigned accounts. Manages and report monthly budget input for assigned accounts and other credit duties. This position requires to work within a dynamic environment where work assignments change frequently and with high volume of activities.

What will you be doing?  

• Will have complete knowledge of patients document control including sensitive information and guidelines for patient collections and co-payments procedure in PR.

• Patient collections associate will be in charge of daily co-payment and COD collection process through the POS machine and will provide payment confirmation to the patient. This will include updated information in the patient standard forms and in Webops for future reference.

• Will manage all patient confidential information through the guidelines of HIPPA.

• Reduce and maintain D.S.O. and delinquency on patients assigned accounts consistent with company objectives through consistent and effective collection strategies.

• Will process daily payments, medical information letters and statements for all customers that visit our office. Walk-in patients should be taken to a specific area for data management and confidentiality.

• Investigate and resolve disputes and inquiries in a timely manner, which often involves collaboration and coordination with other functional areas and the field in a manner that provides prompt service to the patient. Should avoid a formal patient claim within the Insurance Companies and the PR precursor department.

• Will be able to manage high volume of calls and have excellent communications skills to clarify or persuade customers to make co-payments and to avoid impact in the regular process for surgeries posted.

• Manage all information regarding customer records and data to send formal requests to create new accounts in AX system. In charge of reviewing patient credit limits and request management approvals over regular patient credit limits.

• In charge of patient’s collection letters (phase 1- phase 3) and payment plan proposals.

• Will send in a monthly basis patients credit notes related to co-payments and COD cases.

• Reviews files to select delinquent accounts for collection efforts and send account information to management for Kinum additional collection strategy.

• Inform clients of overdue accounts and amount currently owed and set up repayment plans in cases of second surgery with the same patient.

• Will manage monthly budget information and analysis for patient’s accounts to support PR cash inflow monthly budget proposal.

• Manages the customer payment information and weekly ARPAY’s posted in customer accounts. Creates and maintains databases on activity conducted in all accounts.

• Prepare monthly reports on current findings and action taken for all accounts under investigation and report to CM.

• Compliance and regulatory training.

• Assists in the recommendation of process changes and other customer strategies to upper management.

• Handle important data and information for bank reports and bank POS machine process and update.

• Will provide information for external audits, government, HIPPA , compliance and others.