PATIENT ACCOUNT REPRESENTATITVE I - BUSINESS SERVICE-MANAGED CARE

• Handle a high volume of inbound calls to support patients with billing-related questions and account resolution.  

• Assist patients with setting up payment plans, understanding balances, making payments, and applying for financial assistance.  

• Manage patient inquiries across an omnichannel environment, encompassing phone, in-person interactions, email, postal mail, faxes, and electronic workqueues. 

• Update insurance and demographic information in the billing system to ensure account accuracy.  

• Generate and mail requested documentation, including itemized bills, receipts, and financial correspondence.  

• Document all actions and interactions clearly and accurately in the appropriate systems.  

• Collaborate with departments across the organization to resolve patient account issues.  

• Attain and sustain established performance metrics, including productivity, call handling, and quality assurance standards. 

• Maintain confidentiality and comply with all hospital, state, and federal regulations including HIPAA. 

Organizational Behavorial Competencies

Delivers superior customer service consistent with the Hoag Experience.   Displays a professional image.  Demonstrates tact, diplomacy and understanding when dealing with difficult situations.  Listens and asks questions to understand patient and customer needs.  Builds relationships with internal customers and employees.  Admits mistakes and takes service recovery to steps to ensure any issues or problems are quickly addressed.  Ensures that all information and services provided are safe, accurate, and available in a timely manner and meet regulatory requirements.

Education and Experience 

• High school diploma or equivalent required.
• One year of hospital/medical and/or related field or high-volume call center setting, demonstrating strong customer service skills.