Duties and Responsibilities:

• Efficiently handle 75+ inbound and outbound calls daily, ensuring effective resolution of patient inquiries.

• Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.

• Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.

• Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.

• Consistently achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.

• Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.

• Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.

• Focus on providing high-quality customer service with each call, ensuring patient satisfaction and effective issue resolution.

• Practice active listening techniques to fully understand patient concerns, aiming for first-call resolution whenever possible.

• Maintain a professional and courteous demeanor when interacting with patients, management, and team members.

• Perform other duties as assigned, contributing to the overall success of the department and organization.

Knowledge, Skills, and Abilities:

Knowledge

• Proficient in applying customer service best practices to ensure a positive and efficient experience for every patient.

• Skilled in accurately calculating discounts and applying them according to company policies and procedures.

• Capable of efficiently using 10-key touch typing for quick and accurate data entry.

• Strong understanding of client-specific requirements and guidelines to ensure compliance and service excellence.

• In-depth knowledge of the billing and recovery cycle, from claim submission to resolution and collections.

• Familiar with legal rules and regulations related to billing, collections, and HIPAA to maintain compliance in all activities.

• Working knowledge of Windows-based systems and Microsoft Office products, including Excel, Word, and Outlook, to manage tasks and documentation effectively.

Skills

• Interpersonal, written, and verbal communication.

• Negotiating and closing skills.

• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.

• Customer Service – Providing professional and empathetic support to callers.

• Professionalism – acting in a professional capacity with regards to actions and words.

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Time Management — Effectively managing one’s own time to maximize productivity.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

• Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.

• Ability to talk and type at the same time.

• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team and patient demographics.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.

Work Experience, Education, and Certifications:

• GED/High School Diploma

• 1+ years of customer service experience in a call center environment

• Previous negotiations, sales, or collections experience strongly preferred.

• Previous experience in medical collections or revenue cycle preferred but not required.

Working Conditions and Physical Requirements:

• Performing work at a stationary workstation for 8 hours

• Interacting with a desktop computer or laptop

• Entering data into systems using a mouse and keyboard

• Ability to communicate clearly with others over a telephone system

• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management

• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.