Customer Service Representative - Healthcare RCM | Start ASAP

AGS Health Philippines, Inc; Manila; On-site; PHP 279,000 - 402,000; Full time

Job summary

AGS Health Philippines, Inc in Taguig is seeking a Process Associate - CSR to handle patient and client inbound calls, resolve billing issues, and document interactions across multiple information systems.

You will collect balances, discuss payment options, verify insurance details, and coordinate with AR and Accounts Receivable teams to ensure accurate patient financial responsibility while upholding privacy and regulatory standards.

Qualifications

• Must have excellent communication and customer service skills.
• Ability to handle sensitive information with discretion.

Responsibilities

• Researches, resolves, and documents patient inbound calls using multiple information systems.
• Answers patient billing concerns, including calls with insurance reps and others.
• Investigates payment status to determine patient financial responsibility.
• Collects outstanding balances and offers payment options over the phone.
• Obtains and updates insurance information, escalating to AR as needed.
• Performs soft follow-up on out-of-pocket costs and processes payments by phone.
• Performs patient collections and reconciles balances (insurance vs patient).
• Collaborates with Accounts Receivable for claim resubmission.
• Sets up and manages payment plans; handles credit card disputes.
• Collaborates with collection agencies on disputes; uploads accounts to agency software.
• Manages bankruptcy cases per client protocol; follows billing policies.
• Keeps privacy, confidentiality, and safety protocols; complies with HIPAA, OSHA, PCI DSS.

Job description

Job Title: Process Associate - CSR

Location: McKinley, Taguig

Work Set-up: Onsite

Job Description

• Researches, resolves, and documents patient (and other clientele) inbound calls involving a wide range of issues utilizing multiple information systems. This includes communications with internal business centers and external customers. Assures customer agreement by summarizing and closing each call appropriately.
• Answering Billing Concerns of the patients. This includes calls with insurance rep, attorney representatives and other patient's representatives and advocates
• Investigates payment status and determines ultimate patient financial responsibility.
• Collect outstanding balance, offer patient assistance with financial responsibility through various financial options. Processing payment from the patients over the phone.
• Obtaining correct/updated insurance information to the patient. Includes adding the said insurance details to the PMS or escalating it over to AR Team to have it taken care of.
• Soft follow up on out-of-pocket cost to the patient's processing payments over the phone
• Patient Collections
• Reconcile patient balance (insurance vs patient)
• Work with Accounts Receivable team for claim resubmission
• Setting up and managing payment plans
• Handling credit card disputes
• Collection Agency Collaboration
• Working collection agency patient disputes
• Uploading and maintaining patient accounts in collection agency software
• Bankruptcy
• Managing bankruptcy cases (Client Specific Protocol)
• Policies
• Work within guidance of Billing Compliance Plan
• Maintain and follow strict privacy, confidentiality, and safety protocols
• Comply with all government regulations around the following: HIPAA, OSHA, PCI DSS