Call Center Representative

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$15.00/hr - $19.00/hr

Location: Atlanta, GA

Position: Call Center Representative

Duration : 3-Month CTH

Start Date: September 2nd

This is a fully remote position once converted to an FTE HOWEVER, the training period is 90-100 days and is FULLY on-site, Monday-Friday 8:30am-5pm. Must pass a test at the end of the training period to convert but it is open book.

Must Haves:

• Call center experience
• EPIC experience
• Very strong customer service skills, needs to be sharp on the phone
• High school diploma or GED
• Must be able to pass BG check + drug screening!
• Reliable transportation (own vehicle)

Plusses

• Insurance experience / insurance verification

Responsibilities:

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 time frames

18. Other miscellaneous duties as assigned

Compensation:

$15/hr to $19/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

• Seniority level Associate

• Employment type
  
  Full-time

• Job function Other
• Ind…