Self Pay Specialist

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

• As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards

The Self Pay Specialist role will be responsible for placing outbound calls to collect healthcare account balances due from guarantors. In this role the Specialist will also be responsible for answering a variety of incoming calls, Outbound and incoming calls will be tied to patient accounts and will require taking resolution steps that may include discussion of insurance coverages, explanations of insurance benefits, and payment plan arrangements.    

• Drive guarantor collections 

• Provide exceptional customer service while using account resolution skills when engaged with all patients who contact Ventra by telephone or other means of communication  

• Troubleshoot billing inquiries, explain insurance benefit coverages, and articulate course of action steps and likely resolution timeframes. 

• Ensure proper system documentation to accurately and thoroughly summarize encounters with callers and action steps taken for account resolution  

• Collaborate with other internal departments to research insurance denials, billing obstacles, missing payments, payment refunds, or attorney requests.  

• Perform special projects and other duties as assigned.   

• Associate’s degree (2 years) required with bachelor’s degree in any related field preferred.  

• One (1) year of call center customer service experience in a high volume, fast paced environment  

• Healthcare call center experience is preferred 

• Experience with soft telephone collection skills is also preferred 

The colleague will work in smoke-free office surrounding; noise level is quiet to moderate. 

The qualifications, physical demands and work environment described herein are general in nature and representative of those colleagues will encounter and must meet to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The requirements listed in this document are the minimum levels of knowledge, skills, and abilities. 

• Fluency in English 

• Basic knowledge of US health insurance coverages and benefits 

• Basic knowledge of standard insurance documents such as an explanation of benefits (EOB) 

• Strong foundation of computer skills that includes navigating spreadsheets and use of Microsoft Office software applications such as Word, Outlook and Teams. 

• Strong math skills in addition, subtraction, multiplication, division, fractions and percentages 

• Strong oral, written and interpersonal skills 

• Strong time management skills and habits  

• Strong organizational skills and habits 

• Ability to adhere to standards and quality guidelines 

• Ability to understand, analyze, interpret and explain complex documents 

• Ability to work in a team environment 

• Ability to read, understand, and apply state/federal laws, regulations, and policies. 

• Ability to communicate with diverse personalities in a tactful, mature, and professional manner. 

• Ability to remain flexible and work within a collaborative and fast paced environment. 

• Basic use of telephone, internet, copier, fax, and scanner. 

• Understand and comply with company policies and procedures. 

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• 40 hours per week 

• Occasional Standing    

• Occasional Walking      

• Sitting for prolonged periods of time        

• Pushing and pulling movements - rarely 

• Occasional Reaching -rarely 

• Bending, twisting, and stooping - rarely 

• Frequent hand, finger movement  

• Use equipment such as copy, fax, and postage  

• Communicate verbally and in writing 

• Lift and/ or move up to 15 - 20 pounds 

• Extensive use of computer keyboard and viewing of computer screen 

• Specific vision abilities required by this job include close vision 

• Excellence:  

Encourage and promote excellence in partnering with and delivering results to our clients. 

• Accountability:  

Accept responsibility for achievement of objectives and key results and be answerable for outcomes. 

• Teamwork:  

Embrace the power of one team to create and deliver value to clients by delivering consistent outcomes. 

• Growth:  

Provide consistent opportunities for colleagues to expand their capabilities & knowledge. 

• Transparency:  

Openly share ideas and information to promote trust, increase engagement and gain new perspectives. 

• Inclusiveness & Diversity:  

Embrace and celebrate diversity and promote an environment of inclusiveness. 

• Recognition:  

Acknowledge, embrace and celebrate colleague contributions that align with the company vision. 

• Compliance:  

Ensure enterprise-wide adherence to regulatory requirements, ethical standards, and best practices  

This position does not have the authority; neither express nor implied, to legally bind the Ventra Health to any contract or other legal obligation without written delegation by an officer of the Ventra Health. 

Colleague must have the ability to comply with Ventra Health's attendance policy documented in the Ventra Health Colleague Handbook. “Regular and predictable attendance” as an essential function of the job.