Call Center- Patient Services

Job Description:

Join Our Team at EqualizeRCM – Delivering Excellence in Revenue Cycle Management & Appointment Scheduling

EqualizeRCM is a premier provider of specialized consulting and remote revenue cycle management services tailored to healthcare providers. Our team comprises top-tier professionals – CEOs, CFOs, RCM operations managers, Six Sigma practitioners, CTOs, and seasoned consultants – dedicated to delivering comprehensive revenue cycle analysis and solutions to clients of all sizes. From rural hospitals to urban urgent care facilities, we cater to diverse healthcare settings, ensuring optimized revenue cycle operations.

Position Overview:

We are currently seeking a dedicated, self-motivated Healthcare Patient Services Representative to join our dynamic team. Reporting to the Call Center Manager, the Representative will play a pivotal role in delivering world-class service to patients on behalf of EqualizeRCM clients. As a key interface between patients and healthcare providers, you will ensure seamless communication, exceptional service, and operational excellence.

Responsibilities:

• Handle all incoming phone calls with a positive and service-oriented approach, addressing inquiries related to scheduling, patient accounts, or general office information.
• Process requests with meticulous operational accuracy, including appointment scheduling, changes, or cancellations, while demonstrating active listening to identify patient needs.
• Effectively communicate appointment details and obtain accurate patient demographic and insurance information.
• Address patient inquiries regarding account status, insurance coverage, and balances after insurance, ensuring clear, thorough, and accurate documentation of all interactions in electronic health records.
• Follow organizational guidelines on Electronic Medical Record (EMR) usage, adhering to HIPAA and patient confidentiality standards.
• Work closely with the Revenue Cycle Management team to identify and resolve issues related to billing, billing systems, and process flow as it pertains to patient billing and collections.
• Demonstrate knowledge of the billing process, including how to read Explanation of Benefits (EOBs) and claims, and effectively explain them to callers.
• Engage directly with patients to address their billing questions and concerns, providing clear and comprehensive explanations and assistance.
• Utilize expertise in insurance payers, insurance verification, and the accounts receivable (AR)/revenue billing lifecycle to facilitate efficient and accurate billing operations.
• Maintain excellent documentation, verbal, and written communication skills when communicating with patients regarding their financial responsibilities and collecting patient balances.
• Effectively communicate directly with patients while handling conflicts in a professional and empathetic manner, ensuring positive patient interactions and satisfaction.
• Weekend availability required (Note: Currently closed on weekends, subject to change in the future).
• Perform additional duties as assigned.

Qualifications:

• High-School Diploma
• Previous experience in a fast-paced, high-growth call center operation, preferably with remote call center experience
• Working knowledge of medical office workflow and insurance eligibility
• Ability to read, understand, and interpret insurance Explanations of Benefits (EOBs)
• Excellent telephone etiquette and basic computer skills
• Strong analytical and problem-solving skills
• Ability to multitask and work with multiple systems simultaneously
• Experience using scheduling and billing software systems such as Epic, Cerner, Meditech, and other EMR systems is preferred

Job Type: Full-time

Benefits: We offer a comprehensive benefits package, including 401(k) with matching, dental insurance, employee assistance program, health insurance, health savings account, life insurance, paid time off, and vision insurance.

Schedule: Monday to Friday (Weekends as needed may be required in the future)

Work Location: Remote

Join us at EqualizeRCM and be part of a team committed to delivering the highest quality service to our clients and partners! Apply now and embark on a rewarding career journey with us.

We look forward to welcoming you to our team!

Job Type: Full-time

Pay: From $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s)

Experience:

Work Location: Remote