Sr Associate, Customer Service & Patient Collections (Shared Serv Ctr)

This Senior Associate, Customer Service & Patient Collections will be responsible for:

• Responding to patient/guarantor concerns, which span a wide range of issues, including payer denials, coding accuracy/appropriateness, secondary billing, coordination of benefits, verification of co-payments/co-insurance/deductibles, and verification/updates to demographic and fiscal registrations in order to verify the patient’s responsibility for all outstanding balances.
• Initiating contact with patients and guarantors in an effort to collect patient liability.
• Being knowledgeable and fully versed in Boston Children’s Hospital (BCH) Credit & Collection Policy and Financial Assistance Policy and informing patients of all assistance available to them when making payment arrangements, or processing payments
• Researching all inquiries to resolution using various sources, including contacting insurance companies and other outside contacts. Communicating responses to patients on findings accurately and in a timely manner.
• Following established regulations and procedures in collection, recording, storage and handling of information. Ensuring required documentation of issues is complete, accurate, timely and legible. Protecting and preserving confidentiality and integrity of all information according to BCH HIPAA confidentiality policy.
• Demonstrating a positive, open-minded, confident attitude and representing a team perspective, willingness, and enthusiasm to collaborate with others. Enthusiastically promoting a cooperative team environment to provide value to all customers.
• Listening and interacting tactfully, diplomatically and effectively without alienating others.
• Escalating any recurring billing trends and or issues encountered through guarantor/patient contact and, when possible, assist in developing solutions to said problems.

To qualify, you must have:

• A High School Diploma / GED and 2 years relevant experience required
• Ability to perform at a high level of reliability in all duties
• Attention to detail, good organizational skills, ability to meet priorities within set timeframes, and ability to work as part of a team
• Critical and strategic thinking
• Knowledge of consumer & federal rights and regulations
• Thorough knowledge and understanding of benefits and/or coverage as indicated by third party payer requirements
• Knowledge of insurance referrals and authorizations in relation to medical billing
• Ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines
• Ability to take initiative to complete moderately complex assignments
• Demonstrates professional integrity

Boston Children’s Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.