Patient Communication Center Specialist II-Baseline West (Mon-Fri, 8 AM - 5 PM)

About the role

The Patient Communication Specialist II (PCS II) handles outbound and inbound calls, messages, and chats related to billing statements, past-due balances, payment arrangements, and appointment management.

Responsibilities

• Uses an automated dialer to make outbound calls to existing patients to collect payment on past-due balances and negotiate payment arrangements.
• Investigates and resolves patient questions about amounts owed and explains available payment options.
• Overcomes objections to payment collections and assists patients in developing mutually agreed-upon account settlement plans.
• Makes outbound calls to confirm medical and eligibility appointments.
• Receives inbound calls to assist new patients with registration, scheduling, rescheduling, and canceling appointments.
• Ensures calls from outside clinics or doctor’s offices reach the correct department for resolution.
• Responds to escalated or priority calls, questions, and inquiries.
• Maintains regular and predictable attendance and adheres to the daily schedule.
• Performs other duties as assigned.

Qualifications

• Minimum Qualifications:
  • 1+ years of call center experience.
  • High school diploma or general education degree (GED).
• Preferred Qualifications:
  • 1+ year of experience using call center software such as Customer Relationship Management (CRM) or Telephony systems.
  • 6+ months of experience in collections or a related financial field.
  • Bilingual in English and Spanish.