Call Center Representative

The Call Center Representative is a full-time remote role that provides ridiculously nice phone service while collecting payments for medical expenses, offering solutions and negotiating repayment terms that balance the needs the of patients, clients, and the business. This individual is committed to making impactful contributions and building trusting relationships in a culture founded in teamwork.
Serving Patients:

• Places and receives phone calls to/from patients of Americollect's clients to collect payment for medical expenses. Offers solutions and negotiates repayment terms that balance the needs of the client, patient, and business.
• Collects demographic, insurance, and other relevant information from patients, making appropriate documentation in internal technology platforms. Leverages internal technology platforms and other web-based tools to research and resolve patient questions or concerns.
• Engages in active listening with callers, confirming or clarifying information and diffusing upset patients as needed.
• Educates patients on the healthcare revenue cycle and repayment programs or incentives to improve their financial well-being.
• Follows department processes and procedures in compliance with industry laws and regulations.
• Refers patients and accounts to other departments as appropriate.

Supporting Teams:

• Establishes meaningful relationships with peers to facilitate open dialogue and trust, fostering a team environment of collaboration.

Other:

• Meets the key performance indicators and expectations established for the position.
• Performs all duties above with the highest integrity and confidentiality.
• Pursues available professional development to support team and organizational goals, leveraging reputable resources to grow skills, knowledge, and abilities. Completes assigned training and learning plans, including those that fulfill industry compliance requirements.
• All other duties as assigned.

This role is offered in a work from home capacity and is open to any individuals that currently reside in the state of Wisconsin.
Required Education:

• High School Diploma / GED (Completed or Actively Enrolled)

Experience:

• 1+ year(s) of experience in a customer service capacity preferred
• 1+ year(s) of experience contributing to a team culture of learning and growth preferred
• 1+ year(s) of experience speaking Spanish fluently in a professional setting helpful, ideally in a customer service capacity

Knowledge:

• Basic understanding of contact center processes and techniques preferred
• Exposure to collections industry, healthcare revenue cycle, and medical insurance and billing processes and terminology preferred
• Fluent in English/Spanish languages helpful, ideally with bilingual knowledge of business terminology
• Proficient in typing 45 words per minute required
• Proficient in Microsoft Office Suite preferred
• Proficient in leveraging technology platforms preferred
• Proficient in managing a multi-line phone system preferred

Americollect provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation and training.