Associate Patient Call Representative

Overview

SCA Health is a people-focused health care organization serving patients, physicians, and care teams across a large network. As part of Optum, the company is expanding access to specialty care through patient-centered practice solutions that support ambulatory surgical centers, specialty clinics, and surgical hospitals while preserving quality and clinical independence.

The organization operates with a set of core values that guide daily work: clinical quality, integrity, service excellence, teamwork, accountability, continuous improvement, and inclusion. Team members contribute directly to improving the experience of patients, physicians, and communities while building their careers in a supportive environment.

A broad benefits package is offered, including medical, dental, and vision insurance, a 401(k) with company match, paid time off, and life and disability coverage.

Role Summary

The Associate Patient Call Representative handles patient communication mainly by phone, supporting both inbound and outbound calls. The role involves answering questions, collecting payments, resolving issues in one interaction whenever possible, and escalating and following up on more complex matters when needed.

Working Hours

This position follows a Monday through Friday schedule, with shift times aligned to time zone: 12:30 pm to 9:00 pm EST, 11:30 am to 8:00 pm CST, or 9:30 am to 6:00 pm PST.

Responsibilities

• Manage incoming and outgoing patient calls.
• Resolve patient concerns during the first interaction when possible, and complete prompt follow-up for issues that need further review or escalation.
• Return patient voicemail messages within 24 hours.
• Explain patient billing details, including how to interpret an Explanation of Benefits (EOB).
• Process patient payments.
• Provide requested documents and records.
• Work toward defined performance metrics on a consistent basis.
• Interpret insurance contracts.
• Determine whether account adjustments are needed.
• Assess whether refunds should be issued.
• Confirm insurance coverage.
• Prepare patient estimates.
• Check and correct demographic details as needed.
• Investigate and find missing payments.
• Review clinical details to decide whether a coding review is necessary.

Qualifications

• A high school diploma or GED is required.
• Prior experience in customer service is required.
• Experience working in a call center is required.
• Background in accounts receivable, billing, insurance verification, or customer service is required.
• Healthcare experience is required.
• Bilingual candidates are preferred.

Compensation

The pay range is USD 21.00 to USD 25.00 per hour.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan with employer match.
• Paid time off.
• Life insurance.
• Disability insurance.