Patient Communications Representative
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Job Description
Patient communications representative collecting medical debts and arranging payments for a healthcare reimbursement solutions provider. Handling patient accounts, questions, documentation, and regulatory compliance remotely.
Responsibilities:
- Perform customer service activities to service and collect patient medical accounts receivable
- Locate and communicate with patients by telephone, email, chat, and text to obtain repayment or establish payment arrangements
- Resolve non-routine issues, answer patient questions, and research account changes
- Perform contract observance functions to ensure compliance with company, client, federal, and state regulations
- Communicate with patients regarding repayment of medical debt
- Achieve assigned resolution, call quality, and productivity goals
- Provide customer service and resolve medical account balances
- Profile patients and obtain and update demographic and financial information
- Negotiate payment arrangements
- Place outbound calls and accept inbound calls using the company telephone system
- Research accounts and route them through appropriate client workflows
- Use job aids and crosswalks to answer patient questions and resolve accounts efficiently
- Document account research findings and all contact attempts accurately
- Ensure accounts are handled within client standards and federal regulations
- Comply with FDCPA, state regulations, department/division requirements, and compliance policies
- Maintain knowledge of rules governing calls, patient contacts, and collections, including HIPAA, FDCPA, Privacy Act, and FCRA
- Attend training and integrate training and policy changes into daily work
Requirements:
- Must live in the United States
- High School or Equivalent
- Minimum of six months’ work experience in a call center environment preferred
- PC experience in a Windows environment
- Basic keyboarding skills
- Previous sales or customer service experience
- Effective written and verbal communication skills
- Strong listening skills and ability to follow written and/or verbal instructions
- Good mathematical and calculator skills
- Strong organizational skills and ability to meet tight deadlines
- Negotiation, counseling, and problem-solving skills
- Ability to work flexible day, evening, and weekend hours as required
- Ability to learn the company collections computer system and phone system
- Persistence and ability to overcome objections and remove barriers
- Ability to work at a computer terminal for 6–8 hours per day
- Ability to occasionally lift and move materials weighing up to 20 lbs.
Benefits:
- Professional development and personal growth opportunities
- Continuing education and industry career development training
- Training sessions as directed by management
- Flexible day, evening, and weekend hours as required
- Reasonable accommodations for individuals with disabilities
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