Healthcare Collections Representative

Healthcare Collections Representative Call Center/Customer Service Agent 
Remote/Work from Home - Must live in Ohio 

Who We Are 
iTX Companies (IntelliHARTx, LLC) is a patient contact center located in downtown Findlay, Ohio and Kingsport, Tennessee. Our Representatives call our clients’ patients with outstanding medical balances and ask them to resolve their balances by making payments in full, helping them to set up payments to resolve the balance, answering questions about the balances, and reporting issues back to the health systems. We have a unique, yet simple, concept that achieves great results.  Being kind and friendly goes a long way! Our training is designed to ensure our Representatives are performing at a high level of customer service to achieve rewarding results. We have a great team-based work environment, and we feel good about the work we do and the careers we are building! 

Why Work for iTX Companies 
• Competitive Pay Based on experience 
• Full-Time 40 hours/week: Monday through Friday work schedule with no late nights or weekends! 
• Performance Bonus Programs 
• PTO and Sick Time: 80 hours given in a lump sum at 90 days with yearly increases based on tenure. 
• Perfect Attendance Award Program: Earn extra PTO for each month of perfect attendance after 90 days. 
• Paid Rotating Day Off: After 90 days, Healthcare Financial Navigators with perfect attendance can qualify for an additional paid day off every other week.  This results in an extra 26 paid days off per year on top of regular PTO and sick time! 
• Individual Coverage Healthcare Reimbursement Arrangement (ICHRA): This program gives employees the option to choose their own individual qualified health insurance plan.  
After they pay the monthly premium, they can qualify for a reimbursement to cover a portion of the premium payment. 
• 401k Plan 
• Company-Sponsored Life Insurance: A life insurance plan is available after 90 days with supplemental buy-up options.

 
What You’ll Do 
• In your home office, you will facilitate both inbound and outbound calls to speak with patients about their outstanding healthcare balances. 
• Assist patients by answering questions, explaining date of service details, providing education about insurance, and setting up payments and payment plans that work for them. 
• Work an 8-hour shift from 8:00am-5:00pm EST, Monday-Friday. A full shift includes a daily 1-hour unpaid lunch and two 15-minute paid breaks.  
• Use the innovative technology of Balto™ to follow carefully curated scripts that help guide you through patient calls.

• Work closely with a team of great coworkers via video for the duration of your shift and replicate an in-office environment using Collaboration Room™. 

What We’ll Love About You 
• High school diploma or equivalent education  
• Minimum 2 years experience in contact center environment, experience in a medical collections or skip tracing role preferred 
• Basic insurance and medical terminology experience 
• Basic understanding of FDCPA guidelines 
• High emotional intelligence with the ability to answer questions, provide education, and help patients to resolve their balances in an empathetic, respectful manner. 
• Ability to demonstrate empathy while being assertive to achieve the required outcome.

Remote Work Technical Requirements

• Minimum Internet Bandwidth Requirements - Minimum requirements assume that the entire bandwidth will be available and used for the team member working from home. If other users are using the bandwidth, it is the team member’s responsibility to ensure these minimum requirements are met for their work use.
• Internet Speed Requirements: 50 Mbps download speed and 10 Mbps upload speed.
  • Please use https://speed.cloudflare.com/ to test your internet speed.
• Round Trip Time (RTT) Requirement: 100ms or less to “AWS Workspaces US East (N. Virginia)”.
  • Please use https://clients.amazonworkspaces.com/Health.htmlto test your RTT.
• Hardline Connection: Must be able to connect directly to your home router via a hardline. Wireless connections, including but not limited to Wi-Fi, cellular, satellite, or other radio frequency-based methods, are not permitted.
• Multi-Factor Authentication: Willing to install necessary applications on your smartphone for multi-factor authentication, including the Microsoft Authenticator App, Imprivata ID App and any others required based on client access needs.

Remote Work Physical Space Requirements

• Team members working remotely are required to maintain a work area that is a closed space where people other than the team member, including children, will not be accessing the area during working hours. The work area should be set up so that other people in the household cannot hear conversations between the team member and clients or patients.
• Team members must have a quiet, secure workspace that is free from outside noise and distractions while working in order to be able to focus on work and confidentiality.
• No PHI or HIPAA data may be printed or written down in home locations. Team members must utilize electronic resources and systems to contain PHI and HIPAA data for security and compliance purposes.
• Company-provided computers and equipment may not be used by anyone other than the team member and will need to be secured in a way where others do not have access to the equipment, preferably in a locked office.

We are always looking for great people to join our team.  If you are passionate about customer service, enjoy working with a fantastic team, and are motivated to make a difference in patients’ lives, then apply today with iTX Companies!

www.itxcompanies.com/careers

Compensation$16 - $20/hr depending on experience