Call Center Representative

5 days ago

Pasig, Philippines Risewave Consulting Inc. Full time

The Call Center Representative serves callers by professionally answering inquiries, researching and resolving problems, and collecting self-pay balances.

Duties and Responsibilities

  • Respond to patient inquiries, requests, and disputes over the phone by clarifying, researching, locating, and providing information
  • Process patient credit card payments over the phone to resolve outstanding self-pay balances
  • Possess basic working knowledge of healthcare claims processing including ICD-9/10, CPT, and HCPC codes, as well as 1500 forms
  • Possess working knowledge of the fundamental concepts in healthcare reimbursement methodologies and revenue cycle
  • Uses the GE and Epic workflow systems and other tools available to them
  • Ability to analyze, identify and resolve issues on patient accounts
  • Act cooperatively and courteously with patients, visitors, co-workers, management and clients
  • Adheres to the policies and procedures established for the client/team
  • Meets and maintains daily productivity standards established in departmental policies
  • Meets and maintains quality standards established in departmental policies
  • Ability to maintain composure when handling particularly difficult calls with customers
  • Perform all other tasks related to Call Center Department areas of responsibilities
  • Performs other related duties and special projects as required
  • Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

Qualifications

  • High school diploma or equivalent required
  • Previous experience in Hospital/Facility or Physician billing
  • English-speaking proficiency is required; Bilingual (English/Spanish) is a plus
  • Experience with GE Centricity or EPIC PB preferred
  • Ability to work well individually and in a team environment
  • Proficiency with MS Office
  • Strong verbal communication skills
  • Strong organizational skills
  • Ability to maintain composure when handling particularly difficult calls with customers

Working Conditions

  • Must be amenable to work onsite.
  • Must be amenable to work night shifts.
  • Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
  • Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
  • Work Environment: The noise level in the work environment is usually minimal.
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