Patient Communications Repreesentative

CorroHealth•Plano, TX

23h•Onsite

About The Position

The Patient Communications Representative (PCR) is responsible for performing customer service activities to service and collect patient accounts receivables for medical accounts. The PCR will locate and communicate with patients via telephone, email, chat, text, etc., to obtain repayment in full or to establish acceptable payment arrangements. Additionally, the PCR will resolve issues of a non-routine nature as necessary, answer patient questions, research account changes, and perform contract observance functions to ensure compliance with all company, client, and federal and state regulations. CorroHealth is at the center of the revenue cycle revolution, supporting fundamental operations through expert teams and recasting the role of clinicians through automation. This shift to a true clinical revenue cycle helps achieve the core purpose of exceeding client financial health goals. CorroHealth automates key clinical aspects of the cycle for each patient population, focusing on the capture and application of clinical documentation while easing the burden on physicians. Scalability is prioritized in supporting client program operations. CorroHealth has acquired Xtend Healthcare.

Requirements

Regular eye-hand coordination and manual dexterity is required to operate office equipment.
The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required.
At times, Team Members are subject to sitting for prolonged periods.
Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs.
Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
Maintain current knowledge of and comply with all federal and state rules and regulations governing phone calls, patient contacts, and collections including HIPAA, FDCPA, Privacy Act, FCRA, etc.

Nice To Haves

Professional development and personal growth are encouraged.
Scalability is prioritized in the support of client program operations.
Skilled and enthusiastic team is available to outsource any portion of the cycle.
Can complement client programs with additional expert support or upskill existing client teams to meet program demands.

Responsibilities

Communicate with patients regarding the repayment of their medical debt.
Achieve assigned goals (resolutions, call quality, productivity standards – specified by line of business).
Provide customer service to patients resolving medical account balances.
Profile patients and obtain financial information.
Update demographic and financial information on each call.
Negotiate the best possible arrangements.
Proficiency with company telephone system while placing outbound calls and accepting inbound calls.
Perform account research and route accounts through appropriate client workflows.
Use job aids and crosswalks to answer patient questions and resolve accounts in an efficient manner.
Perform account research and document findings.
Effectively communicate with patients and client to obtain necessary account information.
Ensure strong communication skills to convey intricate account information.
Ensure all accounts are worked within client standards and Federal Regulations.
Maintain high quality account handling per client standards.
Work within FDCPA, state regulations, department/division & all Compliance Policies.
Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications.
Maintain continuing education, training in industry career development.
Maintain current knowledge of and comply with all federal and state rules and regulations governing phone calls, patient contacts, and collections including HIPAA, FDCPA, Privacy Act, FCRA, etc.
Attend training sessions as directed by management.
Integrate information obtained through training sessions and policy changes immediately into daily routine.