Patient Account Resolution Specialist
3 days ago
Unity Communications is a dynamic call center that offers patient-centric services for enhanced healthcare experiences.
We prioritize friendly and effective engagement with patients, especially during disputes. Our ultimate goal is to be the top contact hub for patients requiring urgent solutions to their account issues.
About the RoleThe vacant spot for an Early-Out Patient Advocate is ideal for candidates who possess strong communication and problem-solving skills. You will handle incoming and outgoing calls to answer account inquiries, resolve payment concerns, and negotiate billing arrangements with patients. A key aspect of this role is maintaining adequate documentation, database, and confidentiality at all times.
You will collaborate with other departmental and hospital associates to ensure seamless communication and effective issue resolution. Additionally, you must follow critical policies and procedures to guarantee the highest quality standards.
Responsibilities- Handle a high volume of telephone calls in a timely and positive manner
- Communicate effectively with patients and maintain a working knowledge of departmental and hospital policies and procedures
- Maintain adequate documentation, database, and confidentiality at all times
- Collaborate with other departmental and hospital associates
- Keep an average hold time of twenty seconds or less
- Be at or above the average number of set daily calls and contacts
- Retain a call handle time average of five minutes or below
- Keep an after-call work time of 33% or less of the total talk time
- Maintain a call review minimum standard of 95% or more
- Reach a pause time goal of 17% or less of the total adjusted pause time
- Verify and update patient demographics on every call
- Maintain 100% quality customer service
- Assist in training new patient advocates
- Review, update, and maintain policies and procedures
- Perform other duties assigned by management
- Excellent communication and interpersonal skills
- Healthcare BPO experience (minimum of 6 months)
- Experience in handling US voice accounts
- Professional attitude during urgent or confrontational situations
- Effective critical thinking, problem-solving, and decision-making skills
- Independent and team-oriented working attitude
- Computer proficiency
- Ability to learn quickly and navigate effectively through multiple systems
- Organizational skills and attention to detail
- Flexibility and ability to meet deadlines
- A proactive approach to prioritizing needs and managing resources effectively
- Ability to multitask with a high level of accuracy and efficiency
- Working knowledge of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Red Flag regulations
- Compliance with patient privacy at all times
- HMO coverage with two free dependents upon regularization
- VL/SL credits upon regularization
- Friendly and supportive work culture
- 13th-month pay and other Philippine-government-mandated benefits
- Non-taxable allowances
- Pay increases, performance bonuses, birthday gifts, and many more
- Transportation allowance
We value inclusion and diversity, spreading kindness and positivity throughout our organization. According to Glassdoor, 99% of current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. We are a Certified Great Place To Work.
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