IBEX Global Customer Service Agent, Healthcare Collections in Philippines
Customer Care and Collections Representative
Responsible for answering inbound customer service calls related to patient accounting questions. Blended with inbcound calls will also be outbound collection calls to patients that owe balance due to the hospital or clinics.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answer inbound customer inquiry calls in a professional and service oriented manner with the objective to ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. This includes identifying barriers to payment, removing them, or facilitate removal as to move forward to securing payment of the full amount owed. Where appropriate seek support from immediate supervisor to address patient concerns with bill or paying the outstanding amount owed.
Make outbound customer calls in a professional and service oriented manner with the goal to advise the responsible person of their balance owed to the hospital or clinic and work towards removing barriers to establishing an agreement to getting the bill paid.
KNOWLEDGE, SKILLS, ABILITIES
§ Exceptional customer service skills including effective and efficient problem solving and analyzing skills
§ Professional and calming tone of voice with above average communication skills, complete command of the English language free of use of inappropriate grammar
§ Ability to comfortably and empathically ask the responsible party to pay their bill including but not limited to identification of payer sources and successfully negotiating with the responsible party terms to pay their bill.
§ Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
§ Ability to perform essential job functions with high degree of independence, flexibility, and creative problem solving techniques
§ Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
§ Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
§ Ability to interpret and apply reimbursement aspects of managed healthcare contracts
§ Attentive listening skills
§ Ability to clearly articulate a response to the customer using appropriate voice modulation
EDUCATION / EXPERIENCE
§ Must have completed at least 2 years in college; OR
§ At least 6 months of continuous call center experience in a single company/account (for those who have not completed 2 years in college)
Job ID: 2021-3845