Job Details

Join Vital Care Infusion Services

At Vital Care, we are committed to creating an inclusive, growth-focused environment where every voice matters. Vital Care is the premier pharmacy franchise business with franchises serving a wide range of patients, including those with chronic and acute conditions. Since 1986, our passion has been improving the lives of patients and healthcare professionals through locally-owned franchise locations across the United States.

We have over 100 franchised Infusion pharmacies and clinics in 35 states, focusing on the underserved and secondary markets. We know infusion services, and we guide owners along the path of launch, growth, and successful business operations.

What we offer:

• Comprehensive medical, dental, and vision plans, plus flexible spending, and health savings accounts.
• Paid time off, personal days, and company-paid holidays.
• Paid Paternal Leave.
• Volunteerism Days off.
• Income protection programs include company-sponsored basic life insurance and long-term disability insurance, as well as employee-paid voluntary life, accident, critical illness, and short-term disability insurance.
• 401(k) matching and tuition reimbursement.
• Employee assistance programs include mental health, financial and legal.
• Rewards programs offered by our medical carrier.
• Professional development and growth opportunities.
• Employee Referral Program.

Job Summary

Perform functions to work on behalf of our franchise partners to collect outstanding patient accounts receivable. The goal is to ensure optimum productivity and recovery of dollars due while demonstrating effective cooperation and communication with patients, franchisees, peers, and leadership.

Duties/Responsibilities

• Research accounts as needed to determine the correct self-pay balance(s).
• Review benefits verification forms and applicable admission agreements to determine patient financial responsibilities.
• Work with locations to obtain additional information, such as phone numbers, address corrections, and patient identifiers.
• Review monthly patient statement reports to identify follow-up priorities.
• Process patient payments and set up payment arrangements within established parameters.
• Identify accounts for recommendations of write-offs and/or further options to collect.
• Must maintain an up-to-date understanding of payment options, including payment plans, recurring credit card payments, or checking account auto-draft processes.
• Assist patients with enrollment in patient assistance programs and applicable foundation support.
• Reviews and works on patient unpaid balances daily, using financial reports and all available company-approved resources to collect accounts receivables efficiently and accurately.
• Responsible for clear financial communication with patients, caregivers, franchisees, and all team members.
• Answer questions and correspondence about patient account balances, self-pay collections, follow-up, payment plans, financial hardship, and related activities.
• Identify and escalate problem accounts to leadership for review and resolution.
• Work with Collect Plus and designated teams who administer patient statements to monitor communication, statement accuracy, and quality of this function.
• Educate patients about their out-of-pocket expenses and provide transparency for patient participation in the financial component of their therapy.
• Audit financial hardship agreements adhering to applicable policies and procedures.
• Research and add patient assistance programs, as needed, to maintain PAP reference material. Identify program changes, processor updates, and new-to-market drugs for team use.
• Perform other related duties as assigned.

Required Skills/Abilities

• Ability to resolve financial issues that require research and attention to detail.
• Excellent communication skills: listening, speaking, understanding, and writing English while influencing patients, caregivers, and payer representatives, answering questions, and advancing reimbursement and collection efforts.
• Proven understanding of processes, systems, and techniques to ensure successful collection working with patients and/or franchise partners.
• Proven ability to identify gaps and problems from documentation review, determine lasting solutions, make effective decisions, and take necessary corrective action.
• Proven knowledge and skill in utilizing the MS Office suite of software and pharmacy applications.
• Maintain strict confidentiality and HIPAA compliance.

Education and Experience

• A high school diploma or equivalent is required.
• Previous self-pay collections experience, preferably in an infusion or other medical setting.

Physical Requirements

• Sitting: Prolonged periods of sitting are typical, often for the majority of the workday.
• Keyboarding: Frequent use of a keyboard for typing and data entry.
• Reaching: Occasionally reaching for items such as files, documents, or office supplies.
• Fine Motor Skills: Precise movements of the fingers and hands for tasks like typing, using a mouse, and handling paperwork.
• Visual Acuity: Good vision for reading documents, computer screens, and other detailed work.

Be part of an organization that invests in you! We are reviewing applications for this role and will contact qualified candidates for interviews. Vital Care Infusion Services is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status, or any other basis protected by applicable federal, state, or local law.