Healthcare Customer Service & Collections Representative

Position Summary:

As a Healthcare Customer Service and Collections Representative in our call center, responsibilities include but aren't limited to, answering a high volume of inbound calls, researching and responding to billing questions and inquiries, negotiating payments on patient account balances, and communicating hospital financial policies to patients while providing high level customer service.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain a high level of Customer Service and professionalism, while researching and responding to billing questions and inquiries
• Maintain a high volume of inbound calls
• Negotiating payments on patient account balances, and communicating hospital financial policies to patients and identifies patients who need financial assistance
• Adhere to the production standards set for the department and client
• Accuracy and confidentiality in handling medical records in compliance with HIPPA, Federal, State and Company requirements
• Other duties as assigned by manager

Required Previous Experience:

• Working in a healthcare call center and/or hospital environment
• Thorough understanding of health insurance

 KNOWLEDGE, SKILLS & ABILITIES:

• Proven interpersonal skills that include empathy, patience, kindness, and respect when interacting with patients
• Self-motivated; critical thinker
• Strong organizational, written and communication skills
• Ability to work from home, while always maintaining a professional atmosphere
• Must be able to read and interpret an EOB
• Working knowledge of HIPAA
• Knowledge of Medicare, Medicaid
• Knowledge of other contract payers (HMO, PPO)
• Advanced computer and typing skills using Microsoft Word, Excel
• Communication that demonstrates the ability to deliver a concise message with clear receptivity
• Sensitivity to our client’s needs and matching our performance to deliver results

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE

• High school diploma or equivalent - required
• 2+ years of healthcare customer service, healthcare collections, billing and healthcare insurance experience – required
• Epic – preferred
• CPAR, CHAA, and CFC Certifications - preferred

PHYSICAL SKILLS AND ABILITIES

While performing the duties of this job, the employee is occasionally required to stand or walk and lift and/or move up to 25 pounds. Also, may be required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, or crouch or crawl; see, talk and hear.

WORK ENVIORNMENT 

Work environment characteristics 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.

Incumbent/employee works in a temperature-controlled office environment or a Work from Home office environment.  Incumbent/employee must be able to work on a computer for the scheduled shift; answers and makes telephone calls using a standard or computer soft telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources and utilizes multiple screens and systems simultaneously.  All incumbents/employees are provided a Webcam and are required to be on camera 100% of the time during the scheduled shift.

Illinois, Maryland and New Jersey residents click below for compensation and benefits
https://www.holliscobb.com/illinois-maryland-residents/