Remote Healthcare Call Center Agent: Payments & Support

HCA Healthcare; Augusta (GA); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellbeing support

Time away from work

Savings and retirement resources

Education support

Additional benefits

Job summary

HCA Healthcare is seeking a Remote Customer Service Call Center Agent to join the team and handle inbound/outbound calls from patients and guarantors to review accounts and secure payments. The role requires ability to learn multiple systems and perform within a 60-mile radius of an HCA hospital.

The position emphasizes patient-focused service, adherence to policies, and maintenance of performance metrics in a Parallon-driven environment.

Qualifications

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

Responsibilities

• 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 active listening, timely resolution or escalation, and professional communication.
• Follow all Parallon 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.

Job description

HCA Healthcare is seeking a Remote Customer Service Call Center Agent to join the team and handle inbound/outbound calls from patients and guarantors to review accounts and secure payments. The role requires ability to learn multiple systems and perform within a 60-mile radius of an HCA hospital.

The position emphasizes patient-focused service, adherence to policies, and maintenance of performance metrics in a Parallon-driven environment.