Patient Contact Center Representative

1 month ago

Oakwood, United States Northeast Georgia Health System Full time

Job Summary

This position is responsible for answering incoming and making outbound patient phone calls with regards to billing inquiries and patient collection activities within a high volume call center environment related to professional and facility services in an efficient, friendly, courteous, tactful, calm and helpful manner. Document and code appropriately all work performed. Pursue complete collection activity prior to referring accounts to bad debt agency. Research patient complaints and questions in a timely manner, escalating to leadership as appropriate, and keeping patient informed of progress throughout process.
 

Minimum Job Qualifications

Licensure or other certifications: High School Diploma or GED

Educational Requirements:

Minimum Experience: One (1) year minimum collection, customer service or business office experience.

Other:

Preferred Job Qualifications

Preferred Licensure or other certifications:

Preferred Educational Requirements: Two (2) years of college or Business School.

Preferred Experience:

Other:

Job Specific and Unique Knowledge, Skills and Abilities

Solid knowledge of Revenue Cycle functions, including registration, coding/charge posting, and insurance billing and collections

Personal computer proficiency to include all programs necessary to perform job duties and ability to toggle between systems efficiently

Excellent listening and problem-solving skills with attention to details

Excellent customer service skills and ability to remain calm and professional in stressful situations

Excellent verbal and written communication skills

Ability to work independently within guidelines

Telephone proficiency

Essential Tasks and Responsibilities

Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum. Identifies self by name and department, handles call in professional manner, asks if all issues resolved and if anything else may be needed prior to ending call.

Performs collection activities on outstanding patient balance, offering payment arrangements per guidelines when patient unable to pay in full (Monthly Payment Plans; Payroll Deduction).

Reviews accounts thoroughly, verifying balance to be correct. Performs required action to correct balances found to be in error. Refers errors to other departments for assistance only when appropriate.

Analyzes all details of account for accuracy and resolves all insurance questions including payment, adjustments and benefits.

Researches all patient complaints and inquiries in a timely manner, keeping patient informed of progress when other departments must be consulted.

Escalates issues to SPRC leadership following standard work guidelines.

Documents and uses appropriate disposition codes in system for every account, including any action taken in order to allow for trending and process improvement as well as continuity of customer service.

Meets or exceeds required quality, productivity and collection performance standards as determined by SPRC leadership.

Follows required collection process.

Follows all department and NGHS guidelines, policies, and standard work.

Provides resolution to patient calls and/or walk-ins based on established standards and procedures.

Attends all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (unless has an excused absence).

Serves as a positive role model to all staff members, physicians, patients and visitors.

Remains in good standing with all NGHS policies including those related to attendance, positive attitude and staff development.

Works with patient/guarantor to find insurance, third-party sponsorship, settlement, or to begin charity process. Responsible for forwarding information found to appropriate Specialist for follow-up.

Follows scripting guidelines outlined by Supervisor/Manager when interacting with patients to maintain high quality of service. Listens and thinks critically to make sound judgments on patient accounts.

Maintains an understanding of health insurance and EOB's, collection processes and techniques, and NGHS Financial Assistance Programs.

Adapts to frequently changing atmosphere including organizational and technological changes.

Performs other duties as assigned, including but not limited to bankruptcies, researches estates, and follows up on defaulted internal and external payment plans.

Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving with co-workers and helps identify trends affecting patient billing and customer satisfaction.

Physical Demands

Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

Vision: Moderate, Occasionally 0-30% of time

Kneeling/Stooping/Bending: Occasionally 0-30%

Standing/Walking: Occasionally 0-30%

Pushing/Pulling: Occasionally 0-30%

Intensity of Work: Frequently 31-65%

Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals. 

  • Document Control Specialist I

    12 hours ago

    Oakwood, United States Community Blood Center Full time

    Document Control Specialist I 2900 College Dr, Kettering, OH 45420, USA Req 676 Tuesday, October 22, 2024 Solvita comes from "sol" meaning sun and "vita" meaning life. As sunlight nurtures new life, we take the donor gift and transform it into new hope, bringing the light of healing to patients in our local hospitals through blood donations and to patients...

  • Electrician

    4 weeks ago

    Oakwood, United States Emcor Inc Full time

    Job Title: Electrician / Electrician Trainee Reports to: General Foreman Location: Dayton, Ohio FLSA Status: Full-Time / Non-Exempt Updated: April 2024 COMPANY OVERVIEW Chapel Electric Co., LLC (Chapel), an EMCOR Company, is a leading electrical services company providing preconstruction, construction, and energy solutions in a variety of markets, including...

  • Unit Manager, RN FT

    3 weeks ago

    Oakwood, United States CommuniCare Family of Companies Full time

    A DEEPER COMPASSION, FOR A HIGHER PURPOSENurses are at the heart of our world-class, patient-centered standard of care. Day in and day out, they go the extra mile to make a lasting difference in the lives of our residents and their families. Travel that extra mile with a team that will encourage you to make a difference.Riverside Healthcare Center is seeking...

  • Unit Manager, LPN FT

    3 weeks ago

    Oakwood, United States CommuniCare Family of Companies Full time

    A DEEPER COMPASSION, FOR A HIGHER PURPOSENurses are at the heart of our world-class, patient-centered standard of care. Day in and day out, they go the extra mile to make a lasting difference in the lives of our residents and their families. Travel that extra mile with a team that will encourage you to make a difference.Riverside Healthcare Center is seeking...

  • Digital Marketing Specialist

    4 weeks ago

    Oakwood, United States Community Blood Center Full time

    Digital Marketing Specialist 2900 College Dr, Kettering, OH 45420, USA Req 673 Thursday, October 10, 2024 Solvita comes from "sol" meaning sun and "vita" meaning life. As sunlight nurtures new life, we take the donor gift and transform it into new hope, bringing the light of healing to patients in our local hospitals through blood donations and to patients...

  • President and Publisher, Cox First Media

    1 day ago

    Oakwood, United States Cox Full time

    Company Summary Cox Enterprises is a privately held company with multiple businesses and revenues of >$23B. Cox First Media (CFM) is the leading authority on truth and news in Dayton, OH region through its brands The Dayton Daily News (DDN), Springfield News Sun (SNS), and Journal News (JN). The DDN was the first company purchased by Governor Cox in 1898 and...

  • President and Publisher, Cox First Media

    1 day ago

    Oakwood, United States Cox Full time

    Company Summary Cox Enterprises is a privately held company with multiple businesses and revenues of >$23B. Cox First Media (CFM) is the leading authority on truth and news in Dayton, OH region through its brands The Dayton Daily News (DDN), Springfield News Sun (SNS), and Journal News (JN). The DDN was the first company purchased by Governor Cox in 1898 and...

  • Radiologic Technologist Intern

    2 weeks ago

    Oakwood, United States CARLE Full time

    THIS IS A STUDENT POSITION - CANDIDATE MUST BE ENROLLED IN A RADIOLOGY PROGRAM Assists the radiologic technologist in performing basic direct and indirect patient care according to the medical center policies and procedures ensuring quality patient care.Clinical ExcellenceAssists the technologist in performing basic patient care according to medical center...

  • Human Capital Management Senior Analyst

    1 week ago

    Oakwood, United States Ohio Department of Commerce Full time

    What You'll Do: Works under direction and requires thorough knowledge of human resources functions and civil service laws, rules, policies & procedures in order to serve as Institution Personnel Director coordinating advanced and non-advanced HR sub-programs. manages and oversees all personnel activities for institution; manages position roster and ensures...

  • Clinical Documentation Integrity Specialist

    2 weeks ago

    Oakwood, United States CARLE Full time

    Performs inpatient chart review to determine appropriate DRG assignment and assures appropriate documentation in the chart to support clinical care provided, including severity of illness and risk of mortality which impacts Case Mix Index and mortality ratings. Coordinates with physicians, nurses, ancillary staff, and the coders in Health Information...

  • Office Assistant II

    1 week ago

    Oakwood, United States Kettering Health Full time

    Overview: Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether its by providing care in our facilities, training...

  • Office Assistant II

    1 week ago

    Oakwood, United States Kettering Health Full time

    Overview: Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether its by providing care in our facilities, training...

  • Registered Nurse RN

    3 months ago

    Oakwood, United States Northeast Georgia Health System, Inc Full time

    Job Category:Nursing - Registered Nurse Work Shift/Schedule:8 Hr Morning - AfternoonNortheast Georgia Health System is rooted in a foundation of improving the health of our communities. About the Role:Job SummaryWorks collaboratively as an active member of the inter-professional team to provide therapeutic patient and family centered care. Utilizes the...

  • Union Boiler Technician- Dayton, OH

    3 weeks ago

    Oakwood, United States Emcor Inc Full time

    DeBra-Kuempel Inc. is a wholly owned subsidiary of EMCOR Group, Inc.EMCOR is the world's leading provider of mechanical and electrical construction and facilities services, including planning, consulting, and operations and maintenance.DeBra-Kuempel combines the expertise of two of the tri-state's oldest and most innovative companies, providing mechanical...

  • Endocrinology Physician

    3 weeks ago

    Oakwood, United States Summit Recruiting Group Full time

    Endocrinologist/Diabetologist Opening in Dayton, OH Area Practice location: Oakwood, OH Position Details - Full-time, permanent - Seeking a full-time or part-time diabetologist who is a BE/BC internist or a BE/BC, fellowship-trained Endocrinologist.- We provide comprehensive diabetes education, management, and care. The patients we see are those with type 1...

  • Administrative Specialist, Senior

    3 weeks ago

    Oakwood, United States COLSA Full time

    Job Description General Summary The candidate will interact with lateral organizations or any external agencies required including base facility, personnel, security, computer support, foreign disclosure, foreign travel, public affairs, and the building managers to facilitate uninterrupted day-to-day operations of the directorates and divisions. Principal...

  • Cath Lab CV Rad Technologist

    4 days ago

    Oakwood, United States Norman Regional Health System Full time

    Overview: Norman Regional Health System has emerged as a beacon of workplace excellence. Norman Regional Hospital System is a community hospital system nestled at the Southern border of the Oklahoma City metro area. We have an innovative cardiovascular program and we are looking for caring knowledgeable Registered Technologist to expand cardiovascular...

  • Cath Lab CV Rad Technologist

    4 days ago

    Oakwood, United States Norman Regional Health System Full time

    Overview: Norman Regional Health System has emerged as a beacon of workplace excellence. Norman Regional Hospital System is a community hospital system nestled at the Southern border of the Oklahoma City metro area. We have an innovative cardiovascular program and we are looking for caring knowledgeable Registered Technologist to expand cardiovascular...

  • Norman Regional Health System | Cath Lab CV Rad Technologist

    3 days ago

    oakwood, United States Norman Regional Health System Full time

    Overview: Norman Regional Health System has emerged as a beacon of workplace excellence. Norman Regional Hospital System is a community hospital system nestled at the Southern border of the Oklahoma City metro area. We have an innovative cardiovascular program and we are looking for caring knowledgeable Registered Technologist to expand cardiovascular...

  • Norman Regional Health System | Cath Lab CV Rad Technologist

    3 days ago

    oakwood, United States Norman Regional Health System Full time

    Overview: Norman Regional Health System has emerged as a beacon of workplace excellence. Norman Regional Hospital System is a community hospital system nestled at the Southern border of the Oklahoma City metro area. We have an innovative cardiovascular program and we are looking for caring knowledgeable Registered Technologist to expand cardiovascular...