Patient Customer Advisor

About This Role

As a Patient Customer Advisor, you will handle patient account inquiries via phone and digital media, resolving issues and securing payments to ensure a positive patient experience.

Responsibilities

• Communicate with customers to resolve inquiries in accordance with department policies and procedures
• Review patient account information in multiple systems, perform research, 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 active listening, understanding, and timely resolution or escalation
• 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

Requirements

• Minimum one-year customer service experience in a customer service, healthcare office, hospitality, retail sales or client manager role
• High speed internet with 25 MB download and 15 Upload Speed (for virtual employees)
• Ability to live and perform duties within 60 miles of an HCA Healthcare Hospital in specified states

Qualifications

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales or client manager role.

Nice to Have

• Previous call center experience, preferably in a healthcare environment

Benefits