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Bilingual Patient Collections Specialist - SPA/ENG

Company Name: Kroger Specialty Pharmacy
Position Type: Employee
FLSA Status: Non-Exempt



Position Summary

Perform duties to communicate with patients to collect outstanding payment balances, impacting collection success rate and lowering outstanding balances. Contribute to creating a positive experience for Kroger Specialty Pharmacy patients, working within the limits of standard or accepted practice. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Essential Job Functions

  • Arrange work processes to connect with all patients carrying outstanding balances to collect outstanding payments and thereby drive significant improvement in outstanding patient payment balances and improve collections success rates
  • Communicate with patients regarding their outstanding balances, listen to their needs and circumstances and offer payment options
  • Work with patients to structure, implement and gain commitment to plans to reduce individual balances while creating a positive relationship between the organization and the patient and lowering overall outstanding balances
  • Lead and communicate with internal support as required to ensure successful collections
  • Research circumstances or review records to respond to and address patient questions and concerns related to billing and reimbursement through any means of communication, including telephone, email and physical mail
  • Maintain and track patient correspondence and return mails
  • Coordinate with outside collections agencies as required for specific accounts
  • Review monthly patient account statements to ensure that they are mailed to all patients with outstanding balances
  • Ensure accuracy of patient name and address for mailing and that statement accurately reflect balances and account activity
  • Review data to ensure that monthly financial statements accurately reflect any patient account adjustments, write-offs or other related activity affecting total balances outstanding
  • Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
  • Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
  • Perform other related duties as assigned
  • Must be able to perform the essential job functions of this position with or without reasonable accommodation
  • Minimum Position Qualifications

  • High School Diploma or GED
  • Any additional specialized office systems training
  • Excellent oral/written communication skills
  • Some jurisdictions may require the ability to be fluent in English and Spanish
  • Strong proficiency in positive listening
  • Superior customer service skills demonstrated with both internal and external customers
  • Ability to manage a range of priorities and meet time commitments
  • Demonstrated ability to work independently and make good business decisions
  • Keen attention to detail
  • Knowledge of general office equipment and Microsoft Office
  • Desired Previous Experience/Education

  • 2+ years of experience in customer service and/or collections
  • Knowledge of QS1 & CPR+ systems

    Education Level: High School Diploma/ GED Required
    Required Travel: None
    Required Certifications/Licenses: None
    Position Type: Full-Time

    Regions: Any; General Office- Cincinnati; Mid-Atlantic; Midwest; Mountain; South; West


    Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.

    Company Overview: Kroger Family of Companies employs nearly half a million associates who serve over 11 million customers daily through a seamless shopping experience under a variety of banner names.  At The Kroger Co., we are Fresh for Everyone™ and dedicated to our Purpose: To Feed the Human Spirit®.  We are committed to creating #ZeroHungerZeroWaste communities by 2025.  Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.


     Posting Notes:  FL || Lake Mary || 3200 Lake Emma Drive || 32746 || Kroger Specialty Pharmacy || None || Call Center; Specialty Infusion; Specialty Pharmacy || Employee || Non-Exempt || Full-Time || None 

    Nearest Major Market: Orlando

    Job Segment: Medical, Pharmacy, Medicaid, Accounts Receivable, Healthcare, Bilingual, Finance

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