Note: The job is a remote job and is open to candidates in USA. West Valley Medical Center 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 from patients and guarantors, ensuring timely resolution of inquiries and payment on outstanding account balances.
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
- 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
Benefits
- Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
- Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
- Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Company Overview
- West Valley Medical Center is a hospital facility that provides healthcare services. It was founded in 1920, and is headquartered in Caldwell, Idaho, USA, with a workforce of 501-1000 employees. Its website is https://westvalleymedctr.com/.