Job Details
Description
We are looking for Entry-Level customer service representatives ready to learn and grow with a great company! The ideal candidate has 1-2 years of customer service experience and a strong desire to learn about the healthcare industry and medical terminology. The title for this position is Patient Account Representative, and in this role, you will get the opportunity to engage in customer service, collections, and manage patient accounts.
This position is available only to those who are located in the following states/locations:
- Tennessee
- Houston, TX
- Kentucky (Must be located within 30 miles of Campbellsville/Louisville, KY)
- Aiken, SC (Must be located within 30 miles of Aiken, SC)
*Must be available to work either shift: 9:00AM- 6:00PM EST or 10:00AM - 7:00PM EST, Monday – Friday
POSITION SUMMARY
The Patient Account Representative is a key function supporting the company’s 1st Party clients. The role is responsible for communicating by phone with patients for the purpose of collecting and managing patient accounts. Through ongoing database maintenance, the Patient Account Representative ensures the timely receipt of claim payments and minimizes bad debt accrual. In this capacity, the Patient Account Representative provides outstanding customer service to customers and vendors through effective and timely communication.
PRIMARY RESPONSIBILITIES
- Treat all consumers with dignity and respect.
- Persuades consumers to pay and/or set up payment arrangements and settlements on deficiency account balances, while aiding in resolving negative credit history reporting for our consumers.
- Utilize the scripted opening when the right party is reached. This includes identifying the consumer, identifying company, and asking for payment on the account.
- Negotiate payment terms and methods when right party is reached. The negotiation process often requires reviewing account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.
- Update the customer record with new information, record the call result or disposition, as well as any relevant notes about the call via the menu or narrative section of the system.
- Make outbound and receive inbound calls using a company provided system to gather or clarify information.
- Execute verbal skip tracing procedures when non-right party is reached. This includes asking for home address, home telephone number, and place of employment.
- Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"
- Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
- Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
- Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
- Performs other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- High school diploma or equivalent required.
- Ability to communicate clearly and briefly, utilizing proper grammar and telephone etiquette.
- Prior PC and keyboard knowledge is a mandatory requirement.
- Ability to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.
SKILLS & ABILITIES
- Exceptional customer service skills consisting of verbal and written communication.
- Ability to converse and respond to common inquiries from consumers and members of the public.
- Ability to write business-related documents such as letters, emails, and other business correspondence as needed.
- Analytical and problem-solving skills.
- Strong individual work ethic possessing the ability to work within a team highly driven, self-starter with the ability to work independently as well as contribute to a team environment.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
LANGUAGE SKILLS
- Ability to converse and respond to common inquiries from senior management as well as all other internal customers.
- Ability to write business-related documents such as letters, emails, and other business correspondence as needed.
REASONING ABILITY
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, see and hear. The employee frequently is required to use hands to dial a telephone, utilize a computer keyboard and mouse, and operate office equipment. The employee is occasionally required to stand, walk, and reach with hands and arms, as well as lift up to 20 pounds.
WORK ENVIRONMENT
The employee works remotely from a suitable, comfortable environment that meets health and safety requirements and is in compliance with applicable employment laws in the employee's state of residence. The employee is expected to sit at a designated secure workspace during regularly scheduled work hours, communicate through phone or computer-based calling systems, type on a standard keyboard, and read and comprehend information from a computer screen and/or digital resources. This position adheres to all relevant state-specific regulations regarding work hours, breaks, and other employment standards.
COMPENSATION & BENEFITS
- Market competitive compensation program.
- Health, Gym discounts, Dental, Vision, Life, Health Savings Account, Flexible Spending Account, 401(k), Paid Time Off, Paid Holidays, & More.
The company extends equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other reason prohibited by law.
