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Patient Customer Service Coach

3 months ago

Manitowoc, United States Americollect Full time

The Patient Customer Service Coach mentors their peers to develop, grow, and perform. This individual supports the Patient Customer Service Team Leader with engagement initiatives while fostering a positive team environment. The Patient Customer Service Coach also assists in providing ridiculously nice phone service while gathering payments for medical expenses, offering solutions and negotiating repayment terms that balance the needs of patients, clients, and the business.

  • Establishes meaningful relationships with peers to facilitate open dialogue and trust, fostering a team environment of collaboration.
  • Mentors and coaches' peers to build understanding and compliance with department processes and procedures; to optimize knowledge, skills, and abilities; and to reach desired results. This may involve account review, call review, observations, and providing feedback.
  • Supports teammates by responding to questions and diffusing escalated phone calls. Identifies recurring questions or conflicts and makes recommendations for trainings, communications, or other initiatives to leadership.
  • Places and receives phone calls to/from patients of clients to gather payment for medical expenses. Offers solutions and negotiates repayment terms that balance the needs of the client, patient, and business.
  • Collects demographic, insurance, and other relevant information from patients, making appropriate documentation in internal technology platforms and referring to other departments as appropriate. Leverages internal technology platforms and other web-based tools to research and resolve patient questions or concerns.
  • Educates patients on the healthcare revenue cycle and repayment programs or incentives to improve their financial well-being.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described. The full job description is available to applicants through the hiring process and upon request.

Requirements

Preferred Education & Experience
  • High School Diploma/GED required/
  • 1+ year(s) of experience in healthcare revenue cycle, medical insurance/billing processes and terminology, or healthcare administration required.
  • 1+ year(s) of experience mentoring or coaching peers preferred.
  • 1+ year(s) of experience in a call center environment preferred.
  • 1+ year(s) of experience contributing to a team culture of learning and growth preferred.

Americollect provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.