Patient Communication Center Specialist II-Baseline West (Mon-Fri, 8 AM - 5 PM)

Brief Description

The Patient Communication Specialist II (PCS II) is responsible for making outbound calls and receiving inbound calls, messages and chats regarding topics that include but are not limited to explaining billing statements, collecting past‑due balances, and setting up payment arrangements.

Essential Functions

Uses an automated dialer to make outbound calls to existing patients with the intent to collect payment on past‑due balances and negotiate payment arrangements.

Investigates and resolves patient questions regarding the amount owed to the business and explains all payment options available.

Overcomes objections to payment collections and assists patients in developing a mutually agreed upon plan for account settlement.

Makes outbound calls to confirm medical and eligibility appointments.

Receives inbound calls to assist new patients with registering, scheduling or rescheduling, and canceling appointments.

Ensures calls from outside clinics or doctor’s offices reach the correct department for resolution.

Responds to escalated or priority calls, questions, and inquiries.

Maintains regular and predictable attendance and adheres to the daily schedule.

Performs other duties as assigned.

Position Qualifications
Minimum Qualifications

1+ years of call center experience.

High school diploma or general education degree (GED).

Preferred Qualifications

1+ year experience using various call center software such as Customer Relationship Management (CRM) or Telephony systems.

6+ months of experience in collections or a related financial field.

Bilingual in both English and Spanish.

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