Self-Pay Collector
Job Details
Family Health/La Clinica-Stevens Point - Stevens Point, WI
Full Time
Admin - Clerical

The Self-Pay Collector is responsible for timely and accurate follow up and resolution of all unpaid patient balances. Responds to a high volume of patient calls generated from self-pay statements, analyzes self-pay balances to determine patient responsibility, obtains and enters accurate insurance information, establishes payment plans, processes patient payments, researches all returned mail and prepares non-collectible accounts for the collection agency. Initiates self-pay collection calls to patients on an ongoing basis.


  • Communicates with customers by telephone and approved written correspondence to attempt to bring resolution to past due accounts.
  • Arranges for account repayment and establishes repayment schedules, based on customers' financial situations and company policies.
  • Demonstrates independent judgment within authority and escalates issues requiring management intervention timely. Uses intuition and experience to identify processing errors.
  • Systematically documents all daily collections activities on all accounts touched.
  • Provides a timely response by investigating and resolving all internal and external customer inquiries.
  • Follows established procedures for processing payments plans, payments by phone and adjustments on accounts.
  • Monitors assigned account details for non-payment, delayed payments and other irregularities and establishes timely follow up with patient on account when needed.
  • Maintains proper work standards in productivity and quality at all times.
  • Ability to handle difficult customer interactions.
  • Performs skip tracing to trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, and other approved resources.
  • Promotes the importance of making timely payments.
  • Sorts and files correspondence and perform miscellaneous clerical duties.
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This position requires an individual, who has the ability to work independently as well as in a group, is able to work under pressure, is analytical and has excellent problem-solving skills. The ability to respect the confidentiality of patient information while performing job duties. Ability to establish and maintain effective working relationships with patients, employees and public.


  • Minimum High school diploma plus 2 years billing office collection experience, community health center experience preferred.
  • Outstanding customer service skills; must be able to maintain a tactful demeanor, be compassionate, courteous, and helpful.
  • Excellent written and verbal communication skills. Great organizational skills and an eye for detail.
  • Knowledge in insurance billing/collections, explanation of benefits (EOB) and medical terminology preferred.
  • Proficient computer skills, analytical and problem-solving skills.


English required, ability to speak Spanish strongly preferred. Ability to read & interpret documents, reports & correspondence.


Family Health La Clinica is an Equal Opportunity Employer.