Customer Service Call Center Agent

HCA Healthcare; Bowling Green (KY); Remote; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Wellbeing support

Paid time off

401(k) with match

Education support

Job summary

HCA Healthcare is seeking a Remote Customer Service Call Center Agent to handle patient accounts from home within 60 miles of an HCA hospital. The role emphasizes empathetic communication and resolving inquiries while maintaining patient trust and ensuring timely payments.

As part of Parallon, you will follow CSO guidelines and help meet production and quality targets, delivering a positive patient experience every day.

Qualifications

• Minimum one-year customer service experience in a relevant role.
• Experience in healthcare environment preferred.
• Ability to work 90% of the day on the phone.

Responsibilities

• Handle patient, guarantor, and third-party inquiries via phone or digital channels.
• Review account information across systems and resolve inquiries and balances.
• Document interactions and actions in the systems.
• Update insurance or demographic information and request rebill.
• Assist patients with securing payment using secure methods.
• Escalate complaints to the appropriate department.
• Maintain a professional, friendly patient experience and adhere to CSO guidelines.
• Meet departmental performance metrics for production and quality.

Skills

Customer service

Healthcare experience

Phone-based work

Communication skills

Job description

Schedule: Monday - Friday 1030am-8pm CST

Do you have the career opportunities as a Remote Customer Service Call Center Agent you want with your current employer? We have an exciting opportunity for you to join Work from Home which is part of the nation's leading provider of healthcare services, HCA Healthcare.

See what a day in the life is like for a Patient Customer Advisor, click the link below.

Day in the Life - Candace - Customer Service Rep (https://www.youtube.com/watch?v=vo-6n1-lG6o)

This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA).

Job Summary and Qualifications

The Customer Service Call Center Agent handles account inquiries via inbound and outbound calls from patients, guarantors, or other third parties to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires the ability to learn and work in multiple account systems/applications.

In this role you will:

• 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

Qualifications that you will need:

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role

• Previous call center experience preferably in a healthcare environment preferred

• Ability to work a minimum of 90% of your day on the phone uninterrupted

Benefits

Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services

• Wellbeing support, including free counseling and referral services

• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence

• Savings and retirement resources , including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling

• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing

• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

Parallon (https://parallon.com/) provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.