RCM Patient Financial Experience Representative

Salary $2124/hr

As a Patient Financial Experience representative you will be a part of TPG's patient billing customer service team delivering exceptional customer service to our patients. You will be responsible for receiving inbound patient phone calls for billing inquiries and collections and making outbound phone call collections efforts to resolve outstanding account receivables. This is an experienced level role that requires attention to detail in a fastpaced environment while giving TPG patients an unforgettable experience.

Responsibilities

• Manage inbound and outbound calls in a timely manner while providing exceptional customer service
• Embrace and deliver a “one call resolution” experience for TPG patients when making billing inquiries or payments
• Maintain both call center and individual production and performance targets such as talk time abandonment rate and follow up time
• Follow call center scripts and partner requirements when handling patient calls
• Identify patient needs clarify information research every account receivable issue and provide solutions
• Complete assigned work as directed in a timely manner
• Work closely with management team in reporting any patient or partner complaints and provide productive feedback on areas needing improvement
• Maintain a positive attitude and be a thoughtful team playerReliable in reporting for work and taking designated breaks
• Other duties as assigned

• Demonstrate core customer service competencies such as empathy active listening and other deescalation tactics
• Deep knowledge of revenue cycle management end to end claims processing and the processes that bring an account to fully paid and resolved
• Ability to critically think solve complex account matters and maintain a calm composure in a high stress environment
• Knowledge of generally accepted collections practices such as the Fari Debt & Credit Reporting Act
• Ability to multitask in a fastpaced call center environment
• Be organized detail oriented communicative and accountable

• Minimum 4 years of experience in healthcare billing setting with extensive operational experience in at least two domains of revenue cycle management; claims and billing payment posting account follow up or denials management
• Minimum 2 years of experience in a patient billing customer service call center
• Bilingual highly preferred
• High school diploma required
• Formal training in customer service or communication desired

Physical Requirements and Working Conditions:
Requires ability to operate a keyboard mouse telephone and other office equipment. No travel is required unless for mandatory training that cannot be accomplished through virtual settings.