Call Center Representative for Carondelet St. Mary’s Multispecialty

$4,000 sign-on bonus!

Summary

Responsible for answering inbound customer service calls related to patient accounting questions. These calls will primarily be on physician practice accounts and accepting/processing payments. When inbound call volumes are low incumbent may make outbound follow-up calls on outstanding AR accounts.

The person must possess the skill to effectively assist patients with sensitive and confidential issues while understanding our obligation to our organization to collect outstanding patient balances. The agent should be able to handle multiple tasks along with setting appropriate priorities with patient information.

Responsibilities

• Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner.
• Answer the calls timely and professionally without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns, or problems with a focus on first-call resolution. Facilitate resolution by referring the matter to the issue/content expert when necessary.
• Escalate the matter to a supervisor, request the appropriate information, or take appropriate action to effectively resolve the matter.
• Assist with inbound/outbound faxes to identify issues and take action on account to facilitate the faxed request.
• Work within the call center’s telephone software & equipment and the organization’s billing software
• Attend any team meetings that are required.
• Collects co-pays and posts charges.
• Distributes information to patients regarding office policies, procedures, information about the practice, etc.
• Explain and enroll patients in the patient portal.
• Additional responsibilities as needed.

Education: High school diploma/GED or equivalent working knowledge.

Certification: None

Experience: Must have a minimum of one year of relevant work experience (customer service), preferably in a medical setting. Previous experience in a call center environment preferred; Previous experience with medical billing systems preferred;

A plus for:

- Bilingual Spanish

- Athena EMR; or other EMR experience of more than one year

Required: minimum 6 months in a clinic/hospital field.

Work setting:

• Clinic
• In-person
• Office

Skills:

• Skill in multi-tasking.
• Skill in customer service.
• Skill in computer hardware and software use.
• Skill in verbal and written communication.
• Skill in exercising a high degree of initiative, judgment, discretion, and decision-making to achieve organizational objectives.
• Skill in analyzing situations accurately and taking effective action.
• Skill in establishing and maintaining effective working relationships with employees, policy-making bodies, third-party payers, patients, and the public.
• Skill in organizing work, making assignments, and achieving goals and objectives.
• Skill in exercising judgment and discretion in developing, applying, interpreting, and coordinating departmental policies and procedures.

Abilities:

• Ability to multi-task, manage details, and organize efficiently and effectively.
• Ability to read, interpret, and apply policies and procedures.
• Ability to set priorities among multiple requests.
• Ability to interact with patients, medical and administrative staff, and the public effectively.
• Ability to use EMR, other relevant computer hardware and software, telephone, copier, fax machine, and other standard medical office equipment.

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday
• Clinic hours: 730 am - 5 pm
• No weekends
• 6 Major Holidays closed

For the candidate that gets the job offer, there will be a background check including drug testing and TB test.

Job Type: Full-time

Benefits:

• 401(k)
• Dental Insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Pet insurance
• Tuition reimbursement
• Vision insurance

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Are you willing to work Mon-Fri full-time hours from 8a-5 pm?

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Preferred)
• Hospital: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Clinic: 1 year (Preferred)
• EMR systems: 1 year (Preferred)
• Athenahealth: 1 year (Preferred)
• Customer service: 1 year (Required)

Language:

• Spanish (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Tucson, AZ 85745 (Required)

Work Location: In person

Salary : $15