Remote Patient Services Call Center Agent

HCA Healthcare; Hendersonville (TN); Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision, prescription

Behavioral health and telemedicine

Paid time off

401(k) with match

Tuition assistance

Fertility and family benefits

Job summary

HCA Healthcare is seeking a Remote Customer Service Call Center Agent to join our Parallon CSO team. This role is based remotely near Hendersonville, TN, and focuses on handling patient and guarantor inquiries, updating insurance and demographic information, and securing payments on balances.

The position requires strong communication skills, the ability to navigate multiple systems, and a professional patient-focused attitude while meeting performance metrics and complying with policies.

Qualifications

• 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

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 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

Skills

Customer service

Call center

Healthcare experience

Communication skills

Phone etiquette

Job description

HCA Healthcare is seeking a Remote Customer Service Call Center Agent to join our Parallon CSO team. This role is based remotely near Hendersonville, TN, and focuses on handling patient and guarantor inquiries, updating insurance and demographic information, and securing payments on balances.

The position requires strong communication skills, the ability to navigate multiple systems, and a professional patient-focused attitude while meeting performance metrics and complying with policies.