Description

Job Title: Call Center Representative

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 required
• 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

• 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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