Customer Service Call Center Agent

Palmyra Medical Center - Albany is hiring a Customer Service Call Center Agent to handle patient account inquiries through inbound and outbound calls and digital media. The role researches account information, resolves billing inquiries, updates patient and insurance details, and secures payment on outstanding balances.

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:

• 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