Pt Acct Call Center Rep

About the role

This position's purpose is to make contact with patient/guarantors/insurance through inbound and outbound calls to answer any questions/concerns in order to exhaust/resolve all internal efforts to collect on self pay and insurance residual accounts.

Responsibilities

• Receive inbound and make outbound calls to patients/guarantors on account balances.
• Advise of remaining account balance(s) and answer any questions.
• Identify concerns/objections and determine best course of action.
• Negotiate for payment in full or maximum payment arrangements according to policy.
• Screen patient/guarantors for insurance, billing or financial aid opportunities.
• Inbound calls received from ACD based on first available representative.
• Outbound telephone calls may be completed from predictive dialer or manual call.
• Respond to patients/guarantors requests and thank them for using OhioHealth services.
• Update patient demographic data and establish rapport with patients/guarantors.
• Accurately document account, make adjustments or referrals as appropriate.
• Make recommendation for manual charge off based on defined criteria.
• Maintain quality and productivity requirements.
• As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
• The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Requirements

• High School or GED (required)
• Familiarity with computer systems
• Data entry skills
• Excellent interpersonal, communication and negotiation skills
• Ability to quickly build rapport with patients
• Proven organizational skills
• Familiarity with Fair Debt Collections Practices
• Minimum two years customer service or collections experience, with six months experience in a call center environment

Schedule

Day shift, 40 hours per week.