Senior Collections Representative / Self-Pay Billing Office

About the position

The Senior Collections Representative in the Self-Pay Billing Office (SBO) is responsible for managing patient inquiries and collections related to self-pay accounts. This role involves reviewing billing accounts, negotiating payment plans, and ensuring compliance with UCSF Health policies. The representative will work closely with patients, financial services staff, and various billing agencies to resolve outstanding accounts and provide excellent customer service.

Responsibilities

• Respond to incoming inquiries from patients and external agencies regarding self-pay accounts.
• Review patient guarantor billing accounts holistically, including professional and hospital charges, insurance payments, and denials.
• Negotiate prompt payment discounts and set up payment plans according to departmental guidelines.
• Recommend accounts for collection agency assignment or withdrawal based on established criteria.
• Follow up on high-dollar outstanding accounts receivable in a timely and courteous manner.
• Utilize multiple databases and applications to analyze information and take appropriate action on billing inquiries.

Requirements

• One or more years of experience in a hospital billing, physician billing, or payor office environment.
• High school graduate or GED certificate.
• In-depth understanding of billing procedures and insurance follow-up activities in hospital and professional settings.
• Developing knowledge of contracts, insurance billing requirements, and compliance program regulations.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to demonstrate cultural sensitivity and respect in all interactions.
• Good analytical and organizational skills.
• Thorough knowledge of computer operation and standard software applications.

Nice-to-haves

• Bachelor's Degree
• Prior work experience in a customer service or call center environment.
• Working knowledge of electronic billing systems, preferably EPIC.

Benefits

• Comprehensive health insurance
• Retirement savings plan
• Paid time off
• Professional development opportunities
• Flexible work arrangements