Customer Service Representative – Medical Bad Debt

This is a fully remote position, open to applicants in United States.

📋 Description

• Resolve healthcare accounts for patients by negotiating payment arrangements with patients and guarantors, consistently meeting or surpassing performance and quality targets.

• Serve as a customer advocate, acting as a liaison among colleagues, clients, and State/Government agencies.

• Efficiently and promptly execute daily account-related tasks to accelerate the patient-to-payment process.

• Investigate and reconcile accounts while communicating with clients, government, and commercial payers across multiple client systems.

• Provide customer service support and address routine inquiries and issues related to the revenue cycle.

• Manage inbound and outbound calls using an auto-dialer to negotiate payments and address customer questions.

• Achieve or exceed performance goals related to account resolution, collections, and quality assurance.

• Collaborate with both client and internal departments to ensure proper management of accounts.

• Address patient inquiries in a manner that meets or exceeds service level agreements (SLAs).

⛳️ Requirements

• High school diploma or GED.

• A minimum of 3 years of experience in a call center environment or a similar position within the healthcare revenue cycle involving patient accounts.

• At least 3 years of experience in a role with a substantial volume of inbound or outbound calls.

• A minimum of 3 years of healthcare experience in a patient financial services office or in insurance collections across all payers.

• Extensive knowledge of patient access services and their impact on the revenue cycle.

• Familiarity with payer networks, government resources, and medical terminology.

• Proven ability to manage escalated calls effectively.

• A subject matter expert with a demonstrated ability to support, train, and mentor fellow team members.

• Experience in effective communication with customers, simplifying complex information.

• Understanding of medical collection terminology.

• Strong critical thinking skills and adherence to compliance protocols.

• Experience in a role that necessitates accessing multiple databases simultaneously or managing various open screens to obtain information for customer discussions.

• Proven track record of live, accurate documentation during customer interactions while maintaining a warm, helpful, and professional demeanor to build credibility and rapport.

• Ability to meet performance objectives consistently.

• Proven success in both individual and team environments.

• Patience and compassion while collaborating as a team player, utilizing all available resources to achieve the best outcomes for patients.

• Ability to communicate with patients in a warm, helpful, and professional manner, building credibility and rapport.

• Availability to work scheduled shifts between 9:30 AM ET and 9 PM ET.

• Commitment to ongoing training and self-development.

• Completion and passing of mandatory educational requirements are necessary.

🏝️ Benefits

• Support Savista’s Compliance Program by adhering to policies and procedures related to HIPAA, FDCPA, FCRA, and other applicable laws governing Savista’s business practices.