Patient Communications Representative

CorroHealth•Plano, TX

About The Position

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success. JOB SUMMARY: The PCR is responsible for performing customer service activities to service and collect patient accounts receivables for medical accounts. PCR will locate and communicate with patients via the telephone, email, chat, text, etc. to obtain repayment in full or to establish acceptable payment arrangements. Additionally, PCR will resolve issues of a non-routine nature as necessary as well as answer patient’s questions and research account changes when necessary and contract observance functions to ensure compliance of all company, client, and federal and state regulations. Schedule: Monday through Friday 9:00 am to 5:30 pm CST. One late night required – 10:30 am to 7:00 pm CST

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.