Customer Service - Self Pay Collector

Job Description

Job Anticipation

• Contacting assigned patients via telephone calls (both incoming and outbound), acting as representative of the hospital, to arrange payment based on patient’s financial situation and client guidelines via credit card, or obtained insurance, and record all updates and acquired information on accounts.
• Understands and utilizes the HIPAA and TCPA talk offs on each call.
• Skip trace assigned accounts where mail has returned or has bad phone number by using a variety of systems and tools, and update patient accounts with findings.
• Properly handle all patient disputes, by obtaining all pertinent information and noting dispute on account and escalating to supervisor as necessary.
• Performs other activities and responsibilities as assigned.

Skills

• Customer Service skills; ability to manage difficult customer situations and respond to customer needs promptly and professionally.
• Great oral/written communication skills; speaks clearly, ability to listen and document notations clearly so next representative understands what is happening with that customer
• Problem solving skills; identify and analyze information to develop solutions to resolve customer accounts.
• Organization skills
• Detail oriented
• Time management
• Ability to use resources effectively
• Computer literacy – very important
• Understands and has basic insurance knowledge
• Can read and understand EOBs
• Has worked on a hospital system such as EPIC, CERNER, MEDITECH
• Ability to multi task and use multiple systems at once

As a customer service representative you will utilize your talk off skills, compassion and critical thinking to accurately and effectively resolve patient’s medical balances. Using problem solving and attention to details you will analyze and resolve the patient’s concerns and negotiate payment agreements, document disputes, update and verify insurance eligibility in a fast pace, call center like environment.

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Revenue Cycle Management NA Desired 2 Patient Calling NA Desired

Proficiency Legends

Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.