Healthcare Finance Direct – HFD
Description
Job Location: Remote – HFD is located in Bakersfield, CA – Preferred to be located near company but will consider all locations.
Are you EPIC? Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
values in all that you do? At HFD our core purpose is to help the underserved live healthier. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:
- Excellence: Always exceeding expectations!
- Passionate: Executing with boldness!
- Innovative: Pioneering a better way!
- Collaborative: Together we win!
The EPIC Customer Support Associate we are looking for:
Customer Support Associates are responsible for incoming and outgoing collection calls made to patients that are set up for services with HFD. Each Customer Support Associate is assigned the duty of maintaining excellent written/oral communication skills and the ability to communicate effectively with customers and colleagues while ensuring accurate account notation. Mid-level support role. Completes routine tasks under moderate supervision. Typically requires at least 1 year of related experience.
As a Customer Support Associate, you will:
- Following standard operating procedures to contact customers via phone calls.
- Prepare for customer interactions by studying products, services, and customer service processes.
- Accept payment on certain accounts as appropriate and resolve most questions and problems, referring only the most complex to higher levels (i.e., designated Assistance rep or supervisor)
- Evaluate customers’ financial situations and negotiate terms of repayment to bring account current.
- Handle each call promptly and in the correct manner, updating records accordingly.
- Input customer related data accurately and efficiently.
- Always deliver a consistent and professional level of service.
- Achieve set revenue targets and call quality objectives.
- Maintain the highest level of both quality and service with every interaction.
- Advise and influence customers on the payment options within company guidelines.
- Adapt well to new department policies and procedures.
- Be punctual and present for all assigned shifts.
- Maintain a positive attitude.
- Be persuasive, persistent, and self-motivated.
- Show empathy, assertiveness, tact and resilience.
- Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.
- Additional responsibilities as needed.
- Occupancy Rate
- Dollars Collected
- Number of Payments
- Average Handle Time
Key Performance Indicators
- Desired experience in Medical Billing, Finance or Banking
- Ability to pay close attention to detail and be self-motivated
- Ability to multi task and excel in a fast pace environment
- Beginner / Intermediate proficiency in Microsoft excel
Salary Range – $16.00 – $21.15 dependent on experience
Requirements
- Desired experience in Medical Billing, Finance or Banking
- Ability to pay close attention to detail and be self-motivated
- Ability to multi task and excel in a fast pace environment
- Beginner / Intermediate proficiency in Microsoft excel
Benefits
- Medical, Dental, Vision Insurance
- 401k with 3% company match.
- Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays.
- EPIC company culture