Surgery Care Affiliates Patient Call Representative in Carmel, Indiana
SCA, a leader in the outpatient surgery industry, strategically partners with health plans, medical groups and health systems across the country to develop and optimize surgical facilities. SCA operates more than 200 surgical facilities, including ambulatory surgery centers and surgical hospitals, in partnership with approximately 3,000 physicians. For more information on SCA, visit www.scasurgery.com.
Accountabilities / Responsibilities
Surgical Care Affiliates is currently looking for a Patient Call Representative for our Carmel, IN location.
Within SCA, our revenue cycle teammates play a unique role. They connect with our patients, their insurers or bill payers and our physicians. In a rapidly growing market, the efficiency of this team directly affects our mission to care for our patients, serve our physicians, and improve healthcare in America.
Patient Call Reps interface with patients primarily via inbound and outbound calls in order to assist them with inquiries the patient may have. The reps receive and/or collect payments, and resolve their issue either through a one call interaction or by escalation and follow up.
Take inbound calls from patients and make outbound calls to patients
Provide one call resolution to patient inquires whenever possible and perform timely follow up
on inquiries requiring escalation or additional research
Follow up on all patient voicemails within 24 hours
Provide patient education regarding how to understand their Explanation of Benefits (EOB)
Take payments from patients
Provide requested documentation and records
Consistently achieve defined metrics
Read and understand contracts with Insurance companies
Review and determine if an adjustment is required on an account
Review and determine if a refund is required on an account
Provide patient estimates
Verify and update demographic information
Research and locate missing payments
Review clinical information to determine if a coding review is required
Minimum of an Associate’s Degree in Healthcare Management, Business Management, or a related field
A minimum of 1 year of experience in a medical office, customer service or call center role
Experience with revenue cycle is helpful and preferred
Ability to read, analyze and interpret financial reports, and information in patient accounts
Ability to write routine reports and correspondence
Microsoft Office Suite including Word and Outlook.
Excel including the ability to sort and filter data.
Must be able to type a minimum of 45 wpm.
Must have excellent phone and customer service skills
Must be very organized, be detail oriented, solve problems and multitask
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