Job Description
- Inbound and outbound call handling
- Access client PMS(s)
- Customer inquiries, support, and issue resolution
- Follow Patient Authentication guidelines as per HIPAA guidelines before providing any critical information
- Address patient payments queries
- Check open balance upon patient request
- Provide predesigned discount offers if requested
- Reconfirmation of payments made online
- Resolve patient issue with making payments online
- Processing patient credit cards on secure online portal for patient payments to close their open bills
Roles & Responsibilities
- Transfer calls where payments cannot be taken online or follow agreed upon guidelines.
- Update PMS(s) pertaining to insurance or address change
- Address patient statement related disputes
- Other FAQs – any insurance or clinic related clarifications
- Address any collection agency related corrections
- Patient not wanting to coordinate with collections
- Patient paid with proof of payment
- Patient providing insurance information after collection agency communication
- Collection agency calling with information request
- Manage data collection from patient and upload into client PMS (including by not limited to death certificates, charity letters, insurance cards, attorney requests, proof of payments, etc. )
- Ensure each account is appropriately updated with detailed memos/notes
- Place any outbound calls where patients have left voice message / requested a call back
- Work with onshore team in regard to attorney request calls coming in where patient data is requested and provide attorneys with assigned clients forms to be filled and updated.
- Capability to be able to transfer calls to client for level II escalation reasons
Desirable Skills
- Senior High School Graduate
- High School (Old Curriculum) Completed 4 semesters in 2nd year college with no back subjects.
- College Graduate or Associate Graduate.
- Preferably with at least 6 months BPO experience and has some knowledge in Revenue Cycle Management
- With good to excellent English and Spanish communication skills
- Good team player
- Willing to learn and be trained
- Willing to work in Tech Tower, Ayala Cebu Business Park.