Billing, Call Centers, Call Volume, Communication Skills, Computer Terminals, Credit and Collections, Customer Support/Service, Financial Policies, HIPAA (Health Insurance Portability and Accountability Act), Health Insurance, Health Maintenance Organization (HMO), Healthcare, Healthcare Customer Service, High School Diploma, Hospital, Insurance, Interpersonal Skills, Lift/Move 25 Pounds, Medicaid, Medical Billing, Medical Record System, Medical Records, Medicare, Microsoft Excel, Microsoft Word, Negotiation Skills, Organizational Skills, Patient Confidentiality, Preferred Provider Organization (PPO), Telephone Skills, Typing, Webcams, Work From Home, Writing Skills
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 assistances
- May work accounts assigned to Hollis Cobb in EHR work queues
- 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 – required
- 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, Massachusetts and New Jersey residents click below for compensation and benefits
https://www.holliscobb.com/state-specific-benefits/