Bilingual Patient Account Resolution Specialist

Summary

The Bilingual Patient Account Resolution Specialist serves as the primary point of contact for patients, addressing inquiries, resolving account balances, and providing accurate information while delivering exceptional customer service. The role involves managing inbound and outbound calls with a focus on first-call resolution.

• Handle 75+ inbound and outbound calls daily, ensuring effective resolution of patient inquiries.
• Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.
• Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.
• Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.
• Achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.
• Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.
• Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.
• Provide high-quality customer service with each call, ensuring patient satisfaction and effective issue resolution.
• Practice active listening techniques to fully understand patient concerns, aiming for first-call resolution whenever possible.
• Maintain a professional and courteous demeanor when interacting with patients, management, and team members.
• Perform other duties as assigned, contributing to the overall success of the department and organization.

• Proficient in applying customer service best practices to ensure a positive and efficient experience for every patient.
• Skilled in accurately calculating discounts and applying them according to company policies and procedures.
• Capable of efficiently using 10-key touch typing for quick and accurate data entry.
• Strong understanding of client-specific requirements and guidelines to ensure compliance and service excellence.
• In-depth knowledge of the billing and recovery cycle, from claim submission to resolution and collections.
• Familiar with legal rules and regulations related to billing, collections, and HIPAA to maintain compliance in all activities.
• Working knowledge of Windows-based systems and Microsoft Office products, including Excel, Word, and Outlook, to manage tasks and documentation effectively.

• Interpersonal, written, and verbal communication.
• Negotiating and closing skills.
• Typing speed and accuracy – 35 WPM minimum.
• Customer Service – providing professional and empathetic support to callers.
• Professionalism – acting in a professional capacity with regards to actions and words.
• Active Listening – giving full attention to others.
• Time Management – managing one’s own time to maximize productivity.
• Active Learning – understanding implications of new information.

• Multi-tasking – rapidly switch between tasks, programs, menus, and screens.
• Ability to talk and type at the same time.
• Monitoring – assessing performance to make improvements or take corrective action.
• English and Spanish Comprehension – ability to fluently communicate in and understand English and Spanish.
• Written Comprehension – ability to read and understand writing.
• Written Expression – communicate information and ideas in writing.
• Oral Comprehension – understand spoken information.
• Oral Expression – communicate ideas in speaking.
• Speech Recognition – identify and understand the speech of another person.
• Speech Clarity – speak clearly so others understand.

• GED/High School Diploma.
• 1+ years of customer service experience in a call center environment.
• Previous negotiations, sales, or collections experience strongly preferred.
• Previous experience in medical collections or revenue cycle preferred but not required.

• Perform work at a stationary workstation for 8 hours.
• Remote, Hybrid, or Onsite role in Huntsville, AL.
• Interacting with a desktop computer or laptop.
• Entering data into systems using a mouse and keyboard.
• Ability to communicate clearly with others over a telephone system.
• Ability to work at a pace that allows meeting standard goals as set forth by management.