Cognizant Technology Solutions is seeking a Self-Pay Collections Associate to work for one of its clients in Worcester, MA. The Self Pay Collector works over the phone with patients and insurance carriers on resolving hospital account balances. Reviews statements and EOB's with patients and collects on patient balances and negotiates settlements.
Duties and Responsibilities include the following and any other duties as assigned by the supervisor:
Taking inbound calls, acting as representative of the hospital, to arrange debt repayment based on patient’s financial situation and client repayment guidelines, via credit card, check or obtained insurance, and record all updates and acquired information on accounts.
Understands and utilizes the HIPAA and TCPA talk offs on each call.
Ensure all required statements have been sent on accounts handled and request statements as necessary.
Properly handle all patient disputes, by obtaining all pertinent information and noting dispute on account and escalating to supervisor as necessary.
Assists in making outbound calls when necessary.
Performs other activities and responsibilities as assigned.
Six months of customer service in a related field
Bilingual in Spanish
Background working with insurance is an advantage
Ability to synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; design work flows and procedures.
Competent in required job skills and knowledge; uses resources effectively.
Demonstrate required skills; adapt to new technologies; troubleshoot technological problems; use technology to increase productivity; keep technical skills up to date.
Should be able to identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics.
Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
Express ideas and thoughts verbally; express ideas and thoughts in written form; exhibit good listening and comprehension; keep others adequately informed; select and use appropriate communication methods.
Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions.
Education and/or Experience: High School diploma/GED required Some college preferred- Must have experience with Microsoft products
Must have minimum 6 months’ experience in a call center/customer service environment