Patient Customer Advisor
About the position Introduction This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA). Schedule: Monday - Friday 1030am-8pm CST Do you want to join an organization that invests in you as a Patient Customer Advisor? At Parallon, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years. Benefits Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include: Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation. Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more. Free counseling services and resources for emotional, physical and financial wellbeing 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) Employee Stock Purchase Plan with 10% off HCA Healthcare stock Family support through fertility and family building benefits with Progyny and adoption assistance. Referral services for child, elder and pet care, home and auto repair, event planning and more Consumer discounts through Abenity and Consumer Discounts Retirement readiness, rollover assistance services and preferred banking partnerships Education assistance (tuition, student loan, certification support, dependent scholarships) Colleague recognition program Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income. Learn more about Employee Benefits Note: Eligibility for benefits may vary by location. You contribute to our success. Every role has an impact on our patients' lives and you have the opportunity to make a difference. We are looking for a dedicated Patient Customer Advisor like you to be a part of our team. Job Summary and Qualifications The Customer Service Advisor handles account inquiries via inbound and outbound calls from patients, guarantors, or other third parties to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires the ability to learn and work in multiple account systems/applications. Responsibilities • Communicate with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures • Review patient account information in multiple systems, perform research as necessary, 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 actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude • 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 required in a customer service, healthcare office, hospitality, retail sales or client manager role • Virtual employees are required to have high speed internet with 25 MB download and 15 Upload Speed. ( Wi Fi is no t permitt ed ) Nice-to-haves • Previous call center experience preferably in a healthcare environment preferred Benefits • Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation. • Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more. • Free counseling services and resources for emotional, physical and financial wellbeing • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) • Employee Stock Purchase Plan with 10% off HCA Healthcare stock • Family support through fertility and family building benefits with Progyny and adoption assistance. • Referral services for child, elder and pet care, home and auto repair, event planning and more • Consumer discounts through Abenity and Consumer Discounts • Retirement readiness, rollover assistance services and preferred banking partnerships • Education assistance (tuition, student loan, certification support, dependent scholarships) • Colleague recognition program • Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) • Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income. 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