Call Center Representative

The incumbent is responsible for handling and resolving incoming customer inquiries and/or concerns by providing patients/guarantors from both hospitals and physician practices with a consistent and seamless experience. The incumbent is also responsible for following up on and collecting outstanding guarantor balances through outbound phone contact, as well as providing financial counseling resources to physician's offices, hospitals, and patients/guarantors (both hospital and professional), when necessary. This representative reports to the Director, of Customer Service.

1. Make outbound calls to guarantors to follow up on outstanding hospital and physician-based

patient balances, including those that have been classified as Bad Debt

2. Accept and process payments on outstanding balances via phone

3. Set up and monitor payment plans for guarantors as appropriate

4. Analyze hospital and physician-based patient accounts to determine resolution to customer inquiries/concerns

5. Document and resolve patient/guarantor inquiries and concerns that are received via telephone, mail and walk-in within an established time frame

6. Access Revenue Cycle systems per patient/guarantor's request and provide any additional information he or she requires; update information in Revenue Cycle systems based on content. provided by or discussions with the patient/guarantor.

7. Provide remote financial counseling when patient/guarantor requires it

8. Determine best steps to forward returned mail to appropriate patient/guarantor

9. Appropriately assess situations from a variety of perspectives, consider various alternatives, and make independent judgments choosing the appropriate course of action.

10. Evaluate the extent of inquiries and notify management of potential trends in types of calls or customer concerns

11. Strive for a positive patient experience; perform daily functions in a customer-friendly and time-efficient manner

12. Evaluate the extent ! of inquiries! and notify management of potential trends in types of calls or customer concerns

13. Daily focus on attaining productivity standards, recommending new approaches for enhancing performance and productivity when appropriate

14. Maintain a clear understanding and working knowledge of both hospital and professional billing practices

15. Maintain a clear understanding and working knowledge of all information systems required for job scope

16. Maintain a clear understanding of and adhere to Piedmont organizational policies and procedures for relevant location and job scope

17. Complete and/or attend mandatory training and education sessions within approved organizational guidelines and timeframes

18. Other miscellaneous duties as assigned

MINIMUM EDUCATION REQUIRED:

High school degree or GED

MINIMUM EXPERIENCE REQUIRED:

One (1) previous year of related healthcare experience

ADDITIONAL QUALIFICATIONS:

* Clear understanding of the impact Customer Service and Patient Liability Services have on Revenue Cycle operations and financial performance.

* Exceptional communication skills, customer service skills, and phone etiquette.

* Ability to prioritize and manage multiple tasks simultaneously, and to effectively anticipate and respond to issues as needed in a dynamic work environment.

* Dedication to treating both internal and external constituents as clients and customers, maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.

* Ability to prioritize and effectively anticipate and respond to issues as they arise.

* Ability to work effectively and efficiently under tight deadlines and high volumes.