Patient Billing Associate

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage, and protect life. 

This position is accountable for the timely & compliant billing of customer orders to patients.  When insurance coverage is available, this position is responsible for reviewing patient balances and ensuring accurate billing for services after federal, state and commercial insurance plans have processed their claims.  This position will also establish payment arrangements with patients and collect on balances, following KMTS policies and procedures, while minimizing bad debt and continuous improvement of cash flow. This position will work side-by-side with the Director of Collections in improving the overall patient collection process, as well as collaborate with the various customer support teams across the organization to ensure an overall positive customer experience consistent with Kestra core values.

ESSENTIAL DUTIES 

• Ensure patients statements are generating appropriately, reconciling patient balances identified in the revenue cycle management (RCM) system with both the insurance explanation of benefits (EOB) and our statement system.     

• Supports call center operations by receiving patient inbound calls, assisting patients with any questions or clarifications regarding their billing statement. 

• Works with the patient to establish payment terms consistent with Kestra policies and procedures, including but not limited to establishing payment plans, assisting the patient in applying for CareCredit or Financial Assistance, and/or negotiating discounts. 

• Utilize the various RCM systems to assist patients with making credit card and bank account payments, set up payment plans and initiate billing/statement holds. 

• Research and resolve patient billing concerns, escalating issues as appropriate to leadership. 

• Identify if specific receivables are to be qualified as refunds, adjustments or write-offs, initiating the appropriate transaction with the RCM system to resolve open accounts receivable (AR).  

• Initiate patient outbound calls to drive patient cash collections.  

• Identify and communicate issues leading to patient complaints to supervisor, enabling continuous process improvement and a positive customer experience. 

• Review and complete daily /weekly tasks to achieve patient collection goals.  

• Assist in the development of training materials that will be shared across functions

COMPETENCIES 

• Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement. 

• Integrity: Commitment, accountability, and dedication to the highest ethical standards. 

• Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service. 

• Action/Results: High energy, decisive planning, timely execution. 

• Innovation: Generation of new ideas from original thinking. 

• Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.  

• Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.  

QUALIFICATIONS 

Education/Experience Required: 

• 5 years of experience in the healthcare billing and/or collection environment 

• 3 years of experience in healthcare customer service environment 

• Proficiency with Microsoft Office Word, Excel, and PowerPoint 

Preferred: 

• 1 year in DME/HME environment 

• Experience with Bonafide and/or CollectPlus 

• Experience with Salesforce 

Supervisory Responsibilities 

• None 

Work ENVIRONMENT 

• Fast-paced, remote-based role 

• Minimal noise volume typical to an office environment 

• Extended hours when needed 

• Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare.  Kestra maintains a drug free workplace and testing is a condition of employment post-offer. 

PHYSICAL DEMANDS 

• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage 

• Frequent stationary position, often standing or sitting for prolonged periods of time 

• Frequent computer use 

• Frequent phone and other business machine use 

• Occasional lifting required, up to 25 pounds

TRAVEL 

• Occasional travel, domestic and international, may be required, less than 5% 

OTHER DUTIES: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. 

Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.

Pay equity is an important part of Kestra’s Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. Each role is benchmarked based on the job description provided. If your qualifications and/or experience level are outside of the posted position, we encourage you to apply as we are growing fast and roles that are coming soon may not be posted.

Salary: Annualized $66,000 - $76,000 - depending on experience.

Kestra Medical Technologies is an equal opportunity employer. Kestra Medical Technologies does not discriminate on the basis of race, color, religion, national origin, veteran status, age, sexual orientation, gender identity and/or expression, marital status, disability, physical or mental status or any other characteristic protected by law.

We are unable to sponsor or take over sponsorship of employment visas at this time. Applicants must be eligible to work for any employer in the U.S.

Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare.  Kestra maintains a drug free workplace and testing is a condition of employment.