[Remote] Customer Service Call Center Agent

Note: The job is a remote job and is open to candidates in USA. Palmyra Medical Center - Albany is hiring a Customer Service Call Center Agent to handle patient account inquiries through inbound and outbound calls and digital media. The role researches account information, resolves billing inquiries, updates patient and insurance details, and secures payment on outstanding balances.

Responsibilities

• Communicate with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures
• Review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances
• Document patient inquiry and actions taken into the appropriate systems
• Update or add insurance information and/or patient demographic information and request rebill
• Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods
• Escalate patient complaints to the appropriate individual/department based on the nature of the issue
• Create a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
• Follow all Parallon Customer Service Organization (CSO) guidelines and policies
• Meet and maintain established departmental performance metrics for production and quality
• Adhere to all compliance guidelines
• Maintain working knowledge of workflow, systems, and tools used in the department

Skills

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
• Ability to work a minimum of 90% of your day on the phone uninterrupted
• Previous call center experience preferably in a healthcare environment

Benefits

• Remote work; you must live and perform the duties of the position within 60 miles of an HCA Healthcare Hospital in the listed states (FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA).
• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services (eligibility may vary by location).
• Wellbeing support, including free counseling and referral services (eligibility may vary by location).
• Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence (eligibility may vary by location).
• 401(k) Plan with a 100% match on 3% to 9% of pay, based on years of service; Employee Stock Purchase Plan; flexible spending accounts; preferred banking partnerships; retirement readiness tools; rollover support; and financial wellbeing counseling (eligibility may vary by location).
• Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing (eligibility may vary by location).
• Fertility and family-building benefits, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection, and consumer discounts (eligibility may vary by location).

Company Overview

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