Patient Communications Representative (Self-Pay)

Job Description:

The Patient Communications Representative is responsible for performing customer service activities to service and collect patient accounts receivables for medical accounts. Patient Communications Specialists will locate and communicate with patients via the telephone, email, chat, text, etc. to obtain repayment in full or to establish acceptable payment arrangements. Additionally, Patient Communications Specialists will resolve issues of a non-routine nature as necessary as well as answer patient’s questions and research account changes when necessary and contract observance functions to ensure compliance of all company, client, and federal and state regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

ESSENTIAL JOB FUNCTIONS:

• Communicate with patients regarding the repayment of their medical debt.                                                                                                 
• Achieve assigned goals (resolutions, call quality, productivity standards – specified by line of business)
• Provide customer service to patients resolving medical account balances.
• Profile patients and obtain financial information. Update demographic and financial information on each call.
• Negotiate the best possible arrangements.
• Proficiency with company telephone system while placing outbound calls and accepting inbound calls.
• Perform account research and route accounts through appropriate client workflows                                 
• Use job aids and crosswalks to answer patient questions and resolve accounts in an efficient manner.
• Perform account research and document findings.
• Effectively communicate with patients and client to obtain necessary account information.
• Ensure strong communication skills to convey intricate account information.
• Ensure all accounts are worked within client standards and Federal Regulations.                         
• Maintain high quality account handling per client standards.
• Work within FDCPA, state regulations, department/division & all Compliance Policies.     
• Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications. 
• Maintain continuing education, training in industry career development                                                    
• Maintain current knowledge of and comply with all federal and state rules and regulations governing phone calls, patient contacts, and collections including HIPAA, FDCPA, Privacy Act, FCRA, etc.
• Attend training sessions as directed by management.
• Integrate information obtained through training sessions and policy changes immediately into daily routine.

EDUCATION: High School or Equivalent

EXPERIENCE – Minimum of six months’ work experience in a call center environment preferred. 

MUST HAVE:

• PC experience in a windows environment
• Basic keyboarding skills
• Previous sales or customer service experience
• Minimum of 6 months experience in a call center environment

KNOWLEDGE, SKILLS and ABILITIES -

• Effective written and verbal communication skills
• Strong listening skills, ability to follow written and/or verbal instructions
• Good mathematical skills including calculator skills
• Goal Oriented, and seeks to consistently meet daily, weekly, and monthly production and quality goals
• Strong organizational skills and the ability to meet tight deadlines
• Negotiation, counseling, and problem-solving skills
• Reliable, ability to work flexible day, evening and weekend hours as required
• Ability to learn company collections computer system and phone system
• Persistent, ability to overcome objections, ability to remove barriers
• Team player

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.