Accounts Receivable Associate

Title: Accounts Receivable Associate

Location: Lake Mary, FL

Duration: 12 Months

100% Onsite

The Medical Insurance Collector (Level I) is responsible for managing insurance follow‑up, addressing denials, resolving account issues, and ensuring accurate reimbursement for the organization. The role serves as a critical point of coordination between payers, patients, and internal teams, contributing directly to Abbott’s financial performance and customer experience. This job description is reviewed periodically and may be updated at management’s discretion.

Core Competencies

Insurance & Claims Expertise

• Demonstrates working to advanced knowledge (depending on level) of insurance follow‑up practices, denial resolution, billing guidelines, and payer policies.
• Accurately reviews, corrects, and escalates claims to secure proper reimbursement.
• Applies root‑cause analysis to identify trends and prevent recurring issues.

Analytical & Problem‑Solving Skills

• Investigates claim delays, denials, or underpayments using available tools and data.
• Completes root cause analysis.
• Interprets Explanation of Benefits (EOBs), Payment Remittances, and payer correspondence.
• Escalates complex or unresolved issues appropriately.

Communication & Customer Service

• Serves as a professional liaison between insurance companies, patients, and internal departments.
• Responds to patient billing inquiries with clarity, courtesy, and professionalism.
• Communicates claim status updates and required next steps effectively.

Relationship Management & Collaboration

• Maintains strong working relationships with cross‑functional teams (Billing, VOB, Customer Support, Intake, RCM Leadership).
• Coordinates with teams to support company goals for Accounts Receivable Days, Aging Management, and Cash Collection targets.
• Provides information that ensures alignment and continuity across the patient’s financial experience.

Documentation & Compliance

• Documents all account actions thoroughly, accurately, and in accordance with departmental policy.
• Ensures compliance with regulatory requirements, payer rules, and internal quality standards.
• Maintains confidentiality and protects patient information following HIPAA guidelines.

Productivity & Performance Management

• Meets or exceeds productivity metrics, quality standards, and cycle‑time expectations appropriate for level (I–III).
• Prioritizes workload effectively to ensure timely follow‑up and resolution.
• Consistently contributes to department goals related to AR reduction, cash acceleration, and denial mitigation.

Professionalism & Adaptability

• Handles inquiries, complaints, and complex account situations with professionalism.
• Adapts to changing payer rules, workflow updates, and new technologies.
• Participates in ongoing training and supports continuous process improvement.

Responsibilities

Collector Level I – Foundational

• Understands basic insurance terminology and claim workflows.
• Can review claims for simple errors (e.g., demographics, coverage status).
• Identifies when a claim needs follow‑up but requires guidance on next steps.
• Demonstrates proficiency and accuracy in operating systems directly related to specific job function.
• Follow work list prioritization of accounts as established by department policies and procedures.
• Can identify discrepancies or missing information with supervision.
• Uses provided tools to check claim status and document findings.
• Escalates unresolved issues appropriately.
• Handles payer and patient calls independently, including moderately complex situations.
• Clearly explains patient balances, authorization impacts, and billing logic.
• Escalates only advanced or sensitive issues.
• Collaborates with peers and follows established workflows.
• Understands the role of upstream and downstream teams.
• Documents account activity clearly and accurately according to department standards.
• Understands HIPAA compliance and confidentiality expectations.
• Meets productivity targets with routine guidance.
• Completes assigned follow‑ups and queues consistently.
• Shows willingness to develop skills.
• Adapts to workflow updates with instruction.
• Maintains professionalism in routine interactions.
• Maintain compliance with all company policies and procedures.
• Regular attendance and punctuality.
• Perform any other functions as requested by management.

Summary of Level Expectations

Level I: Foundation building, learning core processes, resolving simple claims. 

Key Results:

• Accurately completes basic claim follow‑ups within expected timeframes.
• Resolves simple claim errors with minimal guidance.
• Escalates unresolved or complex issues appropriately.
• Identifies missing or incorrect account information.
• Uses standard tools to verify claim status and document findings.
• Follows structured escalation and troubleshooting steps.
• Handles routine patient and payer inquiries professionally.
• Follows scripts and communication guidelines accurately.
• Escalates difficult calls appropriately.
• Collaborates effectively with peers and follows established workflows.
• Delivers accurate handoffs to downstream teams.
• Maintains accurate and clear documentation for all account actions.
• Meets compliance standards with some coaching.
• Meets daily productivity and quality expectations.
• Completes assigned queues consistently.
• Adapts to new workflows with guidance.
• Demonstrates professionalism in routine interactions.

BASIC QUALIFICATIONS | EDUCATION:

Level I – Medical Insurance Collector (Entry-Level / Foundational)

Education & Experience

• High school diploma or equivalent required.
• 0–1 year of experience in medical billing, insurance followup, customer service, or related healthcare administrative role.

Skills & Competencies

• Basic understanding of health insurance terminology (copay, deductible, coinsurance, EOB).
• Strong attention to detail and accuracy.
• Ability to learn payer systems, billing workflows, and claims platforms.
• Effective verbal and written communication skills.
• Basic computer proficiency (Microsoft Office, EMR/RCM systems).
• Ability to follow structured processes and escalate issues appropriately.

Additional Qualifications (Applies to All Levels)

• Excellent organizational and time‑management skills.
• Ability to work in a fast‑paced, metric‑driven environment.
• Commitment to professionalism, confidentiality, and HIPAA compliance.
• Strong problem‑solving ability and willingness to learn new processes.

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.