Patient Customer Advisor

HCA Healthcare; Virginia; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player in healthcare services is seeking a dedicated Patient Customer Advisor to enhance patient interactions. In this role, you will manage account inquiries, ensuring timely resolutions and fostering positive experiences through effective communication. This position offers the flexibility of working from home while contributing to a compassionate team committed to patient well-being. Join a supportive environment that values your expertise and offers comprehensive benefits aimed at enhancing your health, career, and personal growth. If you're passionate about making a difference in healthcare, this opportunity is for you.

Benefits

Comprehensive Medical Coverage

401(k) Plan with Matching

Employee Stock Purchase Plan

Education Assistance

Flexible Spending Accounts

Free Counseling Services

Time Away From Work Program

Colleague Recognition Program

Qualifications

• Minimum one year of customer service experience required.
• Previous call center experience in a healthcare environment preferred.

Responsibilities

• Handle account inquiries via inbound and outbound calls.
• Document patient inquiries and actions taken in appropriate systems.

Skills

Customer Service

Communication

Problem Solving

Account Management

Education

High School Diploma or equivalent

Bachelor's Degree (preferred)

Tools

Call Center Software

CRM Systems

Job description

Description

Introduction

Do you have the career opportunities as a Patient Customer Advisor you want with your current employer? We have an exciting opportunity for you to join Work from Home which is part of the nations leading provider of healthcare services, HCA Healthcare.

Schedule: Monday - Friday
Available Shifts
Each shift is 8 ½ hours and includes a 30 minute lunch break and two breaks
Start times from 930am-1230pm EST
End Times from 6pm-9pm EST

Benefits

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

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Our teams are a committed, caring group of colleagues. Do you want to work as a(an) Customer Advisor where your passion for creating positive patient interactions is valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!

Job Summary and Qualifications

The Customer Service Advisor handles account inquiries via inbound and outbound calls from patients, guarantors, or other third parties to review account information, takeappropriate actionsin 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 inquiriesin accordance withdepartment policies and procedures
• Review patient account information in multiple systems, perform research as necessary, and takeappropriate actionto resolve patient inquiries and account balances
• Document patient inquiry and actions taken into theappropriate 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 theappropriate individual/departmentbased on the nature of the issue
• Create a positive patient experience through actively listening, understanding, ensuringtimelyresolution 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 andmaintainestablished 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:

• Minimumone-year customer service experiencerequiredin a customer service, healthcare office, hospitality, retail sales or client manager role
• Previouscall center experience preferably in a healthcare environment preferred
• Virtual employeesare required tohave high speed internet with 25 MB download and15Upload Speed.(WiFiis notpermitted)

Parallon 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

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Customer Advisor opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

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.