[Remote] Customer Service Rep 1

Note: The job is a remote job and is open to candidates in USA. Savista is a company that partners with healthcare organizations to improve revenue cycles and enhance patient experiences. They are seeking a Customer Service Representative 1 to resolve patient healthcare accounts, negotiate payments, and provide customer service support while adhering to compliance protocols.ResponsibilitiesThrough both inbound and outbound calls leveraging an auto-dialer, negotiate payment with patients/guarantors by reviewing prior account payment history. The CSR 1 will also respond to customer questions utilizing knowledge and expertise on insurance and healthcareAnswer incoming patient or client call/email requests and handle in a prompt, courteous and professional mannerMeet or exceed performance objectives including account resolution, collections, and quality assurance goalsPerform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encountersIdentify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistenciesAnswer incoming patient or client call/email requests and handle in a prompt, courteous and professional mannerDevelop and maintain knowledge of patient access services and the overall effect on the revenue cycleAnalyze and interpret accounting documents and/or correspondence, requiring great attention to detailPerform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans and account statusInteract with both client and internal departments to ensure proper account handlingInterface with team members, management, and customers in reference to patient issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactionsProcess patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceededSupport Savista’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA and other laws applicable to Savista’s business practices. This includes becoming familiar with Savista’s Code of Ethics, attending training as required, notifying management or Savista’s helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrate awareness of confidentiality obligationsOther duties as assigned or requested by Supervisory or Managerial personnel such as acting as back up in another departmentSkillsHigh school diploma or GEDAt least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accountsAt least 3 years of experience working in a role with a high volume of either inbound or outbound callsAt least 3 years of healthcare experience working within a patient financial services office or insurance collections for all payersExpert knowledge of patient access services and the overall effect on the revenue cyclePayer networks, government resources, and medical terminologyDemonstrate ability to manage escalated callsA subject matter expert with demonstrated capability to support/train/mentor other team membersDemonstrate experience communicating effectively with a customer and simplifying complex informationUnderstanding of medical collection terminologyDemonstrate ability of critical thinking skills and adhering to compliance protocolsExperience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customerExperience with customer interactions that require live, accurate documentation of the encounter while also communicating with members in a warm, helpful and professional manner while simultaneously building credibility and rapportDemonstrate ability to meet performance objectivesDemonstrate success working both individually and in a team environmentBe patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patientAbility to communicate with patients in a warm, helpful and professional manner while simultaneously building credibility and rapportMust be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ETMust participate in ongoing training and self-developmentMust complete and pass mandatory educational requirementsMedical collections/ bad debt experience preferredBilingual in English and SpanishExperience with performance metrics and goalsExperience with dual monitoring systemsExperience with utilizing a dialer systemExperience in a performance-based commission structureExperience working in a role with a high volume of both inbound and outbound callsStrong problem-solving skills to bring inquiries to effective resolutionStrong customer service skills with an emphasis on written and oral communication to respond to inquiries professionallyAbility to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiriesAdvanced computer proficiency (including knowledge of windows-based applications)Excellent written and verbal communications and typing skills (30 WPM) requiredCompany OverviewSavista is a revenue cycle management that provides operational transformation services to acute and ambulatory facilities and systems. It was founded in 2021, and is headquartered in Alpharetta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.savistarcm.com.