Customer Service Call Center Agent

Lakeview Hospital is part of HCA Healthcare, a leading provider of healthcare services. They are seeking a Remote Customer Service Call Center Agent to handle account inquiries via inbound and outbound calls, resolve inquiries, and secure payment on outstanding account balances while ensuring a positive patient experience.

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

Requirements:

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
• Ability to work a minimum of 90% of your day on the phone uninterrupted
• Previous call center experience preferably in a healthcare environment