The Call Center Representative is a full-time remote role that provides ridiculously nice phone service while collecting payments for medical expenses, offering solutions and negotiating repayment terms that balance the needs the of patients, clients, and the business. This individual is committed to making impactful contributions and building trusting relationships in a culture founded in teamwork.This role is offered as a work from home role if desired but can also be performed from our home office in Manitowoc, WI. Individuals who work from home are required to reside in Wisconsin.
- Places and receives phone calls to/from patients of Americollect's clients to collect payment for medical expenses. Offers solutions and negotiates repayment terms that balance the needs of the client, patient, and business.
- Collects demographic, insurance, and other relevant information from patients, making appropriate documentation in internal technology platforms. Leverages internal technology platforms and other web-based tools to research and resolve patient questions or concerns.
- Engages in active listening with callers, confirming or clarifying information and diffusing upset patients as needed.
- Educates patients on the healthcare revenue cycle and repayment programs or incentives to improve their financial well-being.
- Follows department processes and procedures in compliance with industry laws and regulations.
- Refers patients and accounts to other departments as appropriate.
- Establishes meaningful relationships with peers to facilitate open dialogue and trust, fostering a team environment of collaboration.
- Meets the key performance indicators and expectations established for the position.
- Performs all duties above with the highest integrity and confidentiality.
- Pursues available professional development to support team and organizational goals, leveraging reputable resources to grow skills, knowledge, and abilities. Completes assigned training and learning plans, including those that fulfill industry compliance requirements.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described. The full job description is available to applicants through the hiring process and upon request. Requirements
- High School Diploma/GED required
- 1+ year(s) of experience in a customer service capacity preferred
- 1+ year(s) of experience contributing to a team culture of learning and growth preferred
- Basic understanding of contact center processes and techniques preferred
- Exposure to collections industry, healthcare revenue cycle, and medical insurance and billing processes and terminology preferred
Americollect provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.