Associate Patient Call Representative

About SCA Health

SCA Health is dedicated to enhancing healthcare by serving patients, supporting physicians, and empowering teammates. Our organization comprises over 15,000 professionals committed to collaboration, continuous learning, and upholding our mission and values centered around clinical quality, integrity, service excellence, teamwork, accountability, continuous improvement, and inclusion. As a member of Optum, we revolutionize specialty care across 370+ ambulatory surgical centers, 400+ specialty physician clinics, labs, and surgical hospitals, focused on delivering patient-centered, efficient, and value-based care.

Role Overview

The Associate Patient Call Representative serves as a vital communication link with patients by handling inbound and outbound calls. This role involves addressing patient inquiries, processing payments, resolving issues during calls or through escalations, all while ensuring excellent customer service and adhering to performance metrics.

Key Responsibilities

• Answer incoming patient calls and proactively place outgoing calls as needed.
• Strive to resolve patient questions during first contact; follow up promptly if escalation or additional investigation is necessary.
• Respond to all patient voicemails within 24 hours to maintain timely communication.
• Educate patients on interpreting their Explanation of Benefits (EOB).
• Collect payments from patients accurately and efficiently.
• Provide required documentation and medical records upon patient request.
• Consistently meet established performance goals and metrics.
• Understand and interpret insurance contracts to assist patients correctly.
• Assess accounts to determine if adjustments or refunds need to be processed.
• Verify insurance coverage details and update demographic information as necessary.
• Calculate and provide accurate patient cost estimates.
• Conduct research to identify any missing payments.
• Review clinical data to decide if a coding review is warranted.

Qualifications & Skills

• High school diploma or equivalent required.
• At least one year of experience in medical office environments, customer service, or call center roles preferred.
• Prior exposure to revenue cycle operations is beneficial.
• Competent in reading, interpreting financial reports and patient account information.
• Capable of preparing routine reports and correspondence professionally.
• Proficiency with Microsoft Office Suite including Word, Outlook, and Excel (with sorting and filtering skills).
• Typing speed of at least 45 words per minute.
• Exceptional phone etiquette and customer service skills.
• Highly organized, detail-focused, adept at multitasking and problem solving.

Additional Information

This position offers a competitive hourly wage ranging from USD 21 to 23. The role is based onsite within the United States and involves full-time employment. SCA Health additionally provides an extensive benefits package that includes medical, dental, vision insurance, 401k with company match, paid time off, life and disability insurance, and more to support employee health and financial well-being.

Your contributions will directly affect patients, providers, and communities across the healthcare system, fostering an environment where your ideas can lead to meaningful changes.