Call Center Representative

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Call Center Representative / Healthcare Collections Agent for our call center out of OKC

Pay: Approximately $3600/per month (pay is individually driven)

Hourly: $16.00

Commission paid with each check (every other Friday).

Average agent earns an effective wage of over $25 per hour when considering base and commission.

Average time for new agent to start earning commissions is 90+ days.

Schedule: Full Time (40 hours/week)

• Monday to Friday - 11:30-8pm Central Standard Time

Position Summary

A Healthcare Collections Agent takes calls from patients, answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from patient, listening to patients’ needs or issues, and providing helpful solutions to their problems. They also engage in negotiation tactics to secure patient payment of their medical bills.

Essential Functions

• 100% participation in 8 days of training; the first 8 days of employment is required. Additionally, successfully passing all quizzes, final assessment and call review is required to graduate from new hire training and move on to new hire mentoring.
• Attain passing scores on all quizzes, the final assessment and call review during the 8-day new hire training program
• Meet established monthly individual performance goals and group collection targets
• Calculate payment plans and communicate them effectively to patients. Meet monthly collections goals
• Daily handle specific volume of outbound and inbound collection calls daily regarding patients accounts, ask for payment in full or establish payment arrangements
• Provide patient service regarding collection account - multitasking skills essential
• Maintain accounts database by entering accurate & detailed records of calls, inquires, and payments during call time
• Follow federal and state laws dealing with debt collection, HIPAA, PHI, FDCPA
• Participates in team and individual meetings with supervisory management on collection efforts

General Knowledge, skills & abilities

• Dependable, consistent attendance for full shifts with appropriate notice to management when an absence or tardy is unavoidable. (ESSENTIAL)
• Clock in and out for scheduled shifts and breaks (ESSENTIAL)
• Appropriate general and business math skills needed to compute payment plans.
• Ability to negotiate effectively over the phone
• Ability to multi-task in a fast-paced environment (using multiple platforms at once, under time constraints, while on calls with patients)
• Think quickly/critical thinking while on the phone
• Highly motivated to reach performance goals
• Aptitude to work well under stress
• Proficient computer and typing skills using Microsoft Office software; able to type account notes during call.
• Skilled in reading, writing and speaking English required. Additionally, skilled in reading, writing, and speaking Spanish is preferred.
• Meets established monthly individual performance goals and group collection target
• Position requires an individual to empathize with patients, patiently answer questions, and persuasively communicate payment requirements, as well as the ability to positively redirect initial refusal to make payment.

Experience

• Demonstrated the use of exceptional customer service and phone skills as might be acquired through 1 – 2 years of experience in a call center or phone-based customer communication environment.
• Experience in collection or call center work (Preferred)
• Experience in handling sensitive information from clients in a discreet and ethical manner (Preferred)
• Healthcare Accounting/Finance background (Preferred)

Work Environment

Work in office at 2100 N. Eastern Ave., Moore, OK 73160

Or work from home with these requirements:

Agreement to the Following Home Workspace Expectations:

· Providing a quiet, secluded, and distraction free workspace office with a closed door where I can keep others out of the room during work.

· My dedicated office space is based on approval and if I need to relocate or move, I will submit request for relocation approval is needed.

· Dependent care – Notice that remote work is not a substitute for dependent care (children, significant other, parents or pets).

· If your workstation is setup near a window/door with nearby neighbors, use the noise canceling machine above your head for the best results

· Providing the necessary internet upload/download speeds for the job

Additional Focuses and Expectations:

· Please be very prompt and precise about clocking in and out at times you are scheduled including your breaks/lunch period. The department runs a tight schedule and counts on agents being diligent in this area. Time management is essential and required in this role.

· 100% attendance during training and first 90 days. PTO starts accruing after 90 days. We do not offer unpaid time off.

Physical Demands

The employee is frequently required to sit for long periods of time

Education

High School Diploma or Equivalent

Must pass a background check

Job Type: Full-time

Pay: $31,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay

Application Question(s):

• What date are you available to start work?

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Collections: 1 year (Preferred)

Language:

• Spanish? (Preferred)

Work Location: Remote