Pt Acct Call Center Rep-2

OhioHealth

About The Position

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Job Description Summary: This positions 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. 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 negotiations 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.

Responsibilities

Receive inbound and makes 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.