Pt Acct Call Center Rep

OhioHealth; Ohio; On-site; USD 36,000 - 48,000; Full time

Job summary

OhioHealth is recruiting for a Patient Contact Center agent who will handle inbound and outbound calls to patients and guarantors regarding account balances. You will explain remaining balances, answer questions, and guide customers toward payment plans or financial aid options.

The role requires strong interpersonal and negotiation abilities and accuracy in data entry. You will work in a high-volume environment, documenting interactions, updating demographics, and ensuring compliance with debt

Qualifications

• High School or GED (Required)
• Familiarity with computer systems
• Data entry skills
• Excellent interpersonal, communication and negotiations skills
• Ability to quickly build rapport with patients
• Proven organizational skills
• Familiarity with Fair Debt Collections Practices

Responsibilities

• Receive inbound and makes outbound calls to patients/guarantors on account balances.
• Advise of remaining account balance(s) and answer any questions.
• Identify concerns/objections and determine best course of action.
• Negotiate for payment in full or maximum payment arrangements according to policy.
• Screen patient/guarantors for insurance, billing or financial aid opportunities.
• Inbound calls received from ACD based on first available representative.
• Outbound telephone calls may be completed from predictive dialer or manual call.
• Respond to patients/guarantors requests and thank them for using OhioHealth services.
• Update patient demographic data and establish rapport with patients/guarantors.
• Accurately document account, make adjustments or referrals as appropriate.
• Make recommendation for manual charge off based on defined criteria.
• Maintain quality and productivity requirements.
• As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

Skills

Data entry skills

Interpersonal communication

Negotiation skills

Familiarity with Fair Debt Collections

Education

High School or GED

Job description

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary

This positions purpose is to make contact with patient/guarantors/ insurance through inbound and outbound calls to answer any questions/concerns in order to exhaust/resolve all internal efforts to collect on self pay and insurance residual accounts.

Responsibilities And Duties

• Receive inbound and makes outbound calls to patients/guarantors on account balances.
• Advise of remaining account balance (s) and answer any questions.
• Identify concerns/objections and determine best course of action.
• Negotiate for payment in full or maximum payment arrangements according to policy.
• Screen patient/guarantors for insurance, billing or financial aid opportunities.
• Inbound calls received from ACD based on first available representative.
• Outbound telephone calls may be completed from predictive dialer or manual call.
• Respond to patients/guarantors requests and thank them for using OhioHealth services.
• Update patient demographic data and establish rapport with patients/guarantors.
• Accurately document account, make adjustments or referrals as appropriate.
• Make recommendation for manual charge off based on defined criteria.
• Maintain quality and productivity requirements.
• As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
• The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Minimum Qualifications

High School or GED (Required)

Additional Job Description

• Familiarity with computer systems.
• Data entry skills.
• Excellent interpersonal, communication and negotiations skills.
• Ability to quickly build rapport with patients.
• Proven organizational skills.
• Familiarity with Fair Debt Collections Practices.
• Minimum two years customer service or collections Experience with six months Experience in a call center environment.

Work Shift

Day Scheduled Weekly Hours : 40 Department Patient Contact Center

Equal Employment Opportunity

Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

Remote Work Disclaimer

Positions marked as remote are only eligible for work from Ohio.

Company Culture

WE Are Inspired to Do Our Best. OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work® is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."