Customer Service Call Center Agent

HCA Healthcare is a provider of healthcare services, with Parallon supporting patient account resolution and revenue cycle management. The Customer Service Call Center Agent handles patient account inquiries through inbound and outbound calls, researches account information, resolves issues, updates records, and secures payments while meeting service and compliance standards.

Responsibilities:

• 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

Requirements:

• This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA)
• 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 preferred