Contact Center Specialist

clarkcareers-ventrahealth; Mabalacat; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Performance-based incentive plan

Referral bonus

Job summary

Ventra Health in the Philippines is seeking a dedicated Contact Center Specialist to handle incoming calls about patient bills, insurance questions, EOB forms, and payment plans, using multiple systems to resolve billing needs. The role requires a 1-year healthcare call center background, an associate or bachelor's degree, fluency in English, and strong communication and problem-solving skills to document, resolve issues, and collaborate with internal teams.

Qualifications

• Associate's degree required; Bachelor's degree preferred.
• 1 year of customer service experience in a high-volume healthcare call center preferred.
• Fluency in English and strong communication skills required.
• Knowledge of Explanation of Benefits, insurance plans, ICD-10 and CPT codes preferred.

Responsibilities

• Provides exceptional customer service to callers and troubleshoots billing inquiries.
• Documents, records, and closes issues; ensures timely resolution.
• Collaborates with internal departments to research denials, missing payments, and attorney requests.
• Performs special projects and other duties as assigned.

Skills

Customer service

English fluency

Communication skills

Insurance knowledge

Problem solving

Education

Associate's degree (2 years)

Bachelor's degree in related field

Tools

MS Office

EOB systems

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 centers 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.

Come Join Our Team!

• 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

Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!

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 utilize 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 center 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 organizational skills.
• Strong customer service skills.
• Ability to understand, analyze, 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 organization. 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, color, 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 Agencies

Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.

Solicitation of Payment

Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.

Statement of Accessibility

Ventra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.