Note: The job is a remote job and is open to candidates in USA. HCA Healthcare is a leading provider of healthcare services, and they are seeking a Remote Customer Service Call Center Agent. This role involves handling patient inquiries, resolving account issues, and ensuring a positive customer experience through effective communication and adherence to company policies.
Responsibilities
- Handle account inquiries via inbound and outbound calls from patients, guarantors, or other third parties to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances
- Communicate with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures
- Review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances
- Document patient inquiry and actions taken into the appropriate systems
- Update or add insurance information and/or patient demographic information and request rebill
- Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods
- Escalate patient complaints to the appropriate individual/department based on the nature of the issue
- Create a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
- Follow all Parallon Customer Service Organization (CSO) guidelines and policies
- Meet and maintain established departmental performance metrics for production and quality
- Adhere to all compliance guidelines
- Maintain working knowledge of workflow, systems, and tools used in the department
Skills
- Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
- Ability to work a minimum of 90% of your day on the phone uninterrupted
- Previous call center experience preferably in a healthcare environment
Benefits
- Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
- Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
- Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Company Overview