Call Center Representative (Bilingual)

Definition

Call Center Representative for our Revenue Cycle team at a call center specializing in Healthcare Accounts Receivable (AR) follow-up. The representative will be a vital member of our revenue cycle team and will be responsible for assisting customers navigate and manage outstanding accounts receivables to enhance timely reimbursement for our EMS operations.

Specific Duties

• Handle a portfolio of self-pay AR accounts.
• Initiate outbound calls to customers to request payment and or insurance information.
• Investigate claim discrepancies and resolve billing issues.
• Receive inbound calls from customers.
• Aid customers in understanding their medical bills and insurance coverage.
• Address patient inquiries, provide payment options, and set up payment plans if necessary.
• Verify insurance eligibility and coverage.
• Track and document all communications and actions taken for each account.
• Ensure compliance with HIPAA regulations and healthcare industry standards.
• Maintain detailed and accurate records of all interactions and transactions.
• Collaborate with colleagues, including AR specialists and billing professionals, to resolve complex issues.
• Perform any other related duties as assigned.

Qualifications

• Capabilities:
• Bi-lingual skills & abilities are a plus *
• Detail-oriented and organized.
• Empathetic and patient focused.
• Ability to multitask and manage time effectively.
• Adaptable and a quick learner.
• Strong work ethic and commitment to meeting targets.
• Minimum Requirements:
• High school diploma or equivalent.
• Prior experience in a healthcare AR follow-up role or call center environment.
• Proficiency in using call center software, medical billing software, and Microsoft Office Suite.
• Strong communication and negotiation skills.
• Knowledge of medical terminology and insurance billing.
• Exceptional problem-solving and customer service skills.
• Ability to work in a fast-paced and goal-oriented environment.