Inbound and outbound call handling
Access client PMS(s)
Customer inquiries, support, and issue resolution
Follow Patient Authentication guidelines as per HIPAA guidelines before providing any critical information
Address patient payments queries
Check open balance upon patient request
Provide predesigned discount offers if requested
Reconfirmation of payments made online
Resolve patient issue with making payments online
Processing patient credit cards on secure online portal for patient payments to close their open bills
Transfer calls where payments cannot be taken online or follow agreed upon guidelines.
Update PMS(s) pertaining to insurance or address change
Address patient statement related disputes
Other FAQs – any insurance or clinic related clarifications
Address any collection agency related corrections
Patient not wanting to coordinate with collections
Patient paid with proof of payment
Patient providing insurance information after collection agency communication
Collection agency calling with information request
Manage data collection from patient and upload into client PMS (including by not limited to death certificates, charity letters, insurance cards, attorney requests, proof of payments, etc. )
Ensure each account is appropriately updated with detailed memos/notes
Place any outbound calls where patients have left voice message / requested a call back
Work with onshore team in regard to attorney request calls coming in where patient data is requested and provide attorneys with assigned clients forms to be filled and updated.
Capability to be able to transfer calls to client for level II escalation reasons
Senior High School Graduate
High School (Old Curriculum) Completed 4 semesters in 2nd year college with no back subjects.
College Graduate or Associate Graduate.
Preferably with at least 6 months BPO experience and has some knowledge in Revenue Cycle Management
With good to excellent English communication skills
Good team player
Willing to learn and be trained
Willing to work in Tech Tower, Ayala Cebu Business Park
Customer Service(Product&Service)