1st Party Floating Representative

The position is available for remote work at the following states:
Tennessee, Texas, Campbellsville, KY and Louisville, KY- (Must be located within 30 miles), South Carolina (Must be located within 30 miles of Aiken, South Carolina).

Work hours:

8:00 AM – 5:00 PM CST / 9:00 AM – 6:00 PM EST, Monday–Friday.

The 1st Party Floating Representative is a key function supporting 1st Party clients and is primarily responsible for several components within the 1st Party Department. These components include Financial:
Counseling, Walk-In Clinic, and Pre-Service Estimate departments. In this highly visible position, the incumbent is expected to provide timely, accurate, and courteous support service, processing overflow workload as needed.

• Treat all consumers with dignity and respect
• Persuades consumers to pay and/or set up payment arrangements and settlements on deficiency account balances, while aiding in resolving negative credit history reporting for our consumers.
• Utilize the scripted opening when the right party is reached. This includes identifying the consumer, identifying company, and asking for payment on the account.
• Negotiate payment terms and methods when right party is reached. The negotiation process often requires reviewing account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.
• Update the customer record with new information, record the call result or disposition, as well as any relevant notes about the call via the menu or narrative section of the system.
• Make outbound and receive inbound calls using a company provided system to gather or clarify information.
• Execute verbal skip tracing procedures when non-right party is reached. This includes asking for home address, home telephone number, and place of employment.
• Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"
• Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
• Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
• Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
• Politely and promptly answers telephone calls.
• Correctly identify and collect patient demographic information in accordance with company and/or hospital standards.
• Schedule appointments in centralized scheduling system, in accordance with patient’s first service standards using scripted language for greeting the caller, reviewing the scheduling activity and summarizing the transaction at the end of the call.
• Consistently adhere to high standards of customer service.
• Is proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location.
• Communicate information to the patient regarding questions about physician referrals, insurance referrals, and consultations.
• Document (when necessary) account notes in scheduling and registration systems.
• Identify and work to minimize potential financial risk of patient accounts through financial reports, systems information or direct contact.
• Assess and communicate coverage limitations and payment expectations with patients.
• Facilitate the pre-authorization of diagnostic exams, between referring physicians and insurance carriers, through the use of online tools, worklist, and direct phone calls as necessary.
• Respond to questions and concerns.
• Explain financial responsibilities for services received, payment options, and collection procedures.
• Explain insurance benefits, eligibility, requirements, and estimated patient liability based upon analysis and verification of insurance benefits.
• Recommend alternative sources of payment and/or financial assistance when appropriate.
• Communicate with insurance carriers, alternative payment sources, and healthcare providers to act as an advocate for the patient.
• Act as liaison…