Medical Call Center Specialist
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Job Description
Medical call center specialist handling patient billing inquiries for Digitech, an EMS billing and technology services provider. Resolving calls, documenting accounts, and supporting HIPAA-compliant revenue-cycle services.
Responsibilities:
- Answer a high volume of incoming patient calls in a remote call center environment
- Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries
- Evaluate caller needs and determine the correct resolution path according to client-specific rules, workflows, and service expectations
- Gather information, resolve issues when possible, and complete necessary follow-up actions
- Send emails, obtain additional details, and return calls to provide full resolution
- Research issues by reviewing account details, contacting third parties, or gathering additional documentation
- Place outbound calls, send emails, or fax requested information
- Maintain detailed, accurate documentation of calls and actions in the patient account system
- Protect patient confidentiality in accordance with HIPAA regulations and compliance standards
- Meet or exceed established daily quotas
- Manage workload efficiently in a fast-paced, high-volume environment
- Contribute to a positive team culture and continuous improvement
- Perform additional duties as assigned
Requirements:
- High School Diploma or Equivalent required
- Bilingual (English/Spanish) preferred
- Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel
- Familiarity with insurance billing is a plus; comprehensive training is provided
- Ability to type a minimum of 40 WPM with accuracy
- Ability to remain calm under pressure and in high-volume or challenging situations
- Ability to manage a high workload efficiently while meeting tight deadlines
- Ability to handle sensitive conversations professionally and uphold a positive company image during phone interactions
- Strong problem-solving skills
- Clear, professional communication skills
- Exceptional attention to detail and accuracy in documentation and call handling
- Skilled at multitasking, organizing, and prioritizing work
- Reliable, punctual, and dependable
- Ability to independently manage all aspects of the role, including required goals and business practices, in a remote environment
- Must adhere to HIPAA regulations and Digitech compliance standards
Benefits:
- Competitive salary, commensurate with experience
- Comprehensive benefits package
- 401(k) Plan
- Fully remote work arrangement
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