Patient Communications Representative

📋 Description

• • CorroHealth, Inc. is dedicated to empowering clients to achieve their financial health objectives through scalable solutions and clinical expertise across the entire reimbursement cycle. We leverage leading technology and data-driven analytics to guide our strategies and ensure accountability in reaching our goals. At CorroHealth, we believe in fostering long-term careers by investing in our people, cultivating an environment that promotes professional development and personal growth, recognizing that your success is intrinsically linked to ours.
• • As a Patient Communications Representative (PCR), you will be at the forefront of our patient account services, playing a crucial role in managing and collecting patient account receivables for medical accounts. Your primary responsibility will be to engage with patients through various communication channels, including telephone, email, chat, and text, to secure full repayment or establish mutually agreeable payment arrangements. This role demands a proactive and empathetic approach to patient interaction, ensuring a positive experience while addressing financial obligations.
• • Key responsibilities include:
• • Proactively initiating and managing communication with patients to discuss and resolve outstanding medical debt, aiming for timely repayment.
• • Consistently meeting and exceeding assigned performance goals, including resolution rates, call quality metrics, and productivity standards, as defined by the specific line of business.
• • Delivering exceptional customer service to patients, guiding them through the process of resolving their medical account balances with understanding and efficiency.
• • Conducting thorough patient profiling to gather essential financial information, and meticulously updating demographic and financial data during each interaction.
• • Skillfully negotiating payment plans and arrangements that are beneficial for both the patient and the company, demonstrating a balance of empathy and assertiveness.
• • Demonstrating proficiency in utilizing the company's telephone system for both outbound calls and managing inbound inquiries, ensuring seamless communication flow.
• • Performing in-depth account research to understand the nuances of each case and routing accounts through the appropriate client workflows for efficient resolution.
• • Utilizing provided job aids and crosswalks to accurately answer patient questions and resolve account issues in a timely and effective manner.
• • Meticulously documenting all research findings and account activities, ensuring a clear and comprehensive record of interactions and resolutions.
• • Collaborating effectively with patients and internal teams to gather necessary account information, facilitating a smooth resolution process.
• • Employing strong communication skills to clearly and concisely convey complex account information to patients and relevant stakeholders.
• • Ensuring all account management activities strictly adhere to client standards and all applicable Federal Regulations, maintaining the highest levels of compliance.
• • Upholding a high standard of account handling quality in line with client expectations and company policies.
• • Strictly adhering to all relevant regulations, including the FDCPA (Fair Debt Collection Practices Act), state-specific regulations, and all internal Compliance Policies, ensuring ethical and legal conduct.
• • Maintaining detailed, clear, and accurate documentation of all communication attempts and contacts made or received for each account, strictly following company and client specifications.
• • Committing to continuous learning and professional development through ongoing training in industry best practices and career development opportunities.
• • Staying current with and strictly complying with all federal and state rules and regulations governing patient communications and collections, including HIPAA, FDCPA, Privacy Act, FCRA, and others.
• • Actively participating in all directed training sessions and promptly integrating new information, policy changes, and best practices into daily routines to enhance performance and compliance.
• • The schedule for this role is Monday through Friday from 9:00 am to 5:30 pm CST, with one required late night shift from 10:30 am to 7:00 pm CST. This role requires the ability to work effectively in a remote environment, managing your time and tasks independently while collaborating with a distributed team. You will be expected to maintain a professional demeanor and a dedicated workspace conducive to focused work and clear communication. The ability to adapt to varying workloads and manage periods of increased activity and deadlines is essential, with reasonable accommodations available for individuals with disabilities to perform these essential functions.