Medical Personal Collector

Website ctorthopaedics Connecticut Orthopaedics

Job Summary:

Connecticut Orthopaedics (CO) has been serving patients in the greater New Haven area for over 55 years. Our practice has merged with several surrounding orthopaedic groups over the past several years and has become the largest privately-owned orthopaedic practice in New England. Due to our quality of care and attentiveness to our patients, we are proudly the team of orthopaedic physicians for multiple colleges and high schools as well as have our own physical therapy centers. In addition to our orthopaedic service line, we have three MRI suites, (5) acute care orthopaedic walk-in centers and a surgery center in Branford.

We employ the best available talent who demonstrate a strong work ethic, value patient-centered care and appreciate that we all have an important role! We have an employee retention history to be proud of. We are appreciative for our dedicated staff of professionals who serve thousands of patients every month.

THE OPPORTUNITY: Connecticut Orthopaedic Specialists is a growing healthcare practice based in the greater New Haven community with a strong commitment to providing excellent care and customer service to our patients. The Medical Personal Collector reports directly to the Revenue Cycle Collections Manager and is responsible for assisting patients with their patient balances. Duties for this position involve obtaining patient payments and/or answering patient requests through the Billing Call Center phone line, voicemail, and email. This includes providing follow-up communication as necessary with the patient, co-workers, and supervisor.

Essential Responsibilities:

  • Monitor billing phone line calls, voicemails, and emails through Mitel phone system
  • Process patient payments through Phreesia or Waystar payment portals
  • Monitor pay plans in Phreesia to ensure credit card on file is active; follow-up accordingly
  • Work miscellaneous patient correspondence from the mail
  • Reply and follow-up on patient inquiries from outer offices (phone calls, emails, or faxes)
  • Follow-up on requests given by manager
  • Work patient balance reports as given by manager
  • Identify accounts to be sent to collections and process according to CO’s collection process
  • Reply and follow-up on collection agency inquiries (phone calls, emails, or faxes)
  • Notify collection agencies of direct payments to CO on an account in collections and note patient accounts accordingly
  • Other duties as assigned

Skills and Abilities:

  • Strong knowledge of collecting on patient medical balances
  • Strong ability to communicate well with patients and co-workers
  • Demonstrate initiative and ability to multi-task while working independently
  • Strong organizational skills and system aptitude
  • Solid computer skills including proficiency with Microsoft Office
  • Ability to stay calm and focused when the caller is upset and/or angry about their bill
  • Ability to problem solve and explain confidently to the patient why they have a balance

Experience/Educational requirements:

  • High School Diploma or GED required
  • Associate Degree or higher preferred
  • 3+ years of experience with medical personal collections
  • Knowledge of CPT and ICD-10 codes
  • Knowledge of processing credit cards through a payment system
  • Greenway/Primesuite, Excel, Advantix, and Phreesia experience a plus
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