Contact Center Specialist

Ventra-Health; Mabalacat; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Incentive plan

Discretionary bonus

Job summary

Ventra Health in the Philippines seeks a Contact Center Specialist to handle incoming calls about patient bills, insurance, EOBs, and payment arrangements. You will use multiple internal systems to assist with billing needs.

You will deliver excellent service, document issues, and coordinate with other departments to resolve denials or missing payments. A related degree and healthcare call center experience preferred.

Qualifications

• Associate's degree (2 years) required and Bachelor's degree in any related field preferred.
• One (1) year of customer service experience in a high volume, fast paced environment (Healthcare call centre experience preferred).

Responsibilities

• Provides exceptional customer service to callers. Troubleshoots billing inquiries, explains benefits coverages, and explains course of action and timeframes.
• Ensures proper documentation, recording, and closure of issues.
• Collaborates with other internal departments to research insurance denials, missing payments, and attorney requests.
• Performs special projects and other duties as assigned.

Skills

English fluency

EOB knowledge

ICD-10/CPT

Customer service

Education

Associate's degree

Bachelor's degree (preferred)

Tools

Word processing

Spreadsheet

Database software

Job description

About Us

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centres to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

• As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards

Job Summary

• TheContact Center Specialist role will be responsible for answering a variety of incoming calls regarding patient medical bills, insurance, Explanation of Benefits (EOB) forms, and bill payment arrangements. This role will utilise multiple internal systems to assist with overall patient billing needs.

Essential Functions and Tasks

• Provides exceptional customer service to callers. Troubleshoots billing inquiries, explains benefits coverages, and explains course of action and timeframes.
• Ensures proper documentation, recording, and closure of issues.
• Collaborates with other internal departments to research insurance denials, missing payments, and attorney requests.
• Performs special projects and other duties as assigned.

Education and Experience Requirements

• Associate's degree (2 years), required and Bachelor's degree in any related field, preferred.
• One (1) year of customer service experience in a high volume, fast paced environment (Healthcare call centre experience preferred).

Knowledge, Skills, and Abilities

• Fluency in English.
• Knowledge of the Explanation of Benefits.
• Knowledge of a variety of insurance plans.
• Knowledge of ICD-10 and CPT Codes.
• Strong word processing, spreadsheet, and database software skills.
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
• Strong oral, written, and interpersonal communication skills.
• Strong time management skills.
• Strong organisational skills.
• Strong customer service skills.
• Ability to understand, analyse, interpret, and explain complex documents.
• Ability to work in a team environment.
• Ability to adhere to standards and quality guidelines.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to remain flexible and work within a collaborative and fast paced environment.
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner.

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.

• This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health

Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organisation. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, colour, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.

Attention CandidatesPlease be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services.These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at [e-mail] to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.

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