Patient Accounts Representative (Call Center)

JobDiva, Inc.; Woonsocket (RI); Remote; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

HSA/FSAs

Life and AD&D insurance

Disability insurance

Paid time off

Employee assistance

401k with company match

Additional benefits

Job summary

NTT DATA Services in the United States is seeking an Inbound Patient Account Services Specialist to deliver high-quality customer service, answer patient billing questions, and support accounts receivable workflows.

The role requires familiarity with billing processes, empathy in handling sensitive conversations, and strong computer skills (Word, Outlook, Excel). Shifts run 8:00am–8:00pm EST, Monday to Friday, with schedule finalized after training.

Qualifications

• 2 years in healthcare billing, reimbursement, or collections.
• Proficient with Word, Outlook, and Excel (2+ years).
• Strong written and verbal customer service skills.
• Ability to work independently and as part of a team.
• Demonstrates empathy and emotional support.
• Flexible with a schedule 8:00am–8:00pm EST.

Responsibilities

• Provide high level customer service and resolve patient billing questions.
• Maintain 8:00am–8:00pm EST shifts; scheduling decided after training.
• Understand Billing Reimbursement processes and impact on patient journey.
• Assist patients with navigating billing and reimbursement processes.
• Build trusting relationships with patients via meaningful conversations.
• Manage difficult situations with empathy and urgency.
• Document each interaction in Revenue Cycle system.
• Record, review, and follow up on patient concerns.
• Determine eligibility for payment plans.
• Meet call center metrics for call volume and quality.
• Liaise with other CVS Specialty departments using technology.
• Maintain a professional and caring telephone presence.

Skills

Healthcare billing

Microsoft Office

Customer service

Empathy

Flexible schedule

Job description

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA Services have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

Patient Accounts Representatives

Role Responsibilities

In this role, a Inbound Patient Account Services Specialist will provide a high level of customer service, resolve patient billing questions and other Patient Accounts related areas.

• Flexibility with work schedule to meet business needs, including but not limited to 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday). Shifts will be decided by leadership at the end of training based business needs.

Key Responsibilities of the Inbound Patient Account Services Coordinator

• Develop a deep understanding of the Billing Reimbursement processes and learn how customer service impacts a patient’s journey from order to reimbursement for services.
• Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services.
• Build a trusting relationship with patients by engaging in meaningful and relevant conversation.
• Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate.
• Accurately and consistently document each interaction in the appropriate Revenue Cycle system.
• Record, review, and take next steps to follow-up and resolve patient concerns.
• Gather and examine patient information to determine eligibility for payment plans.
• Meet call center metrics that include call volume and call quality.
• Use technology to effectively liaison with other departments across CVS Specialty.
• Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone.

Required Skills/Experience

• 2 years healthcare billing, reimbursement, collections practices.
• Experience with computers, including 2+ years working with Microsoft Word, Outlook, and Excel.
• Effective written and verbal customer service skills.
• Ability to work independently and on a team.
• Ability to offer emotional support and empathy.
• Flexibility with work schedule to meet business needs, including but not limited to 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday). Shifts will be decided by leadership at the end of training based business needs.

About NTT DATA Services:

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

The starting hourly range for this remote role is ($19.49hr).

• medical, dental, and vision insurance
• flexible spending or health savings account
• life, and AD&D insurance
• short-and long-term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally required benefits