Patient Services Representative

Job Title: Patient Services Representative

Job Type: Full Time

Available to work: 8AM - 6PM; Monday - Friday, Weekends as required.

Location: Grand Rapids Business Operations Center

Please Note: This position is always open for applications. Whilewe may not have an immediate opening at the time of your submission, we review applications on an ongoing basis and will reach out if and when a suitable opportunity becomes available.

HealthBridge Financial, Inc. is a first-of-its kind financial security solution that provides a resource to help patients bridge the gap between the high cost of healthcare and their financial wellbeing.

Summary:

Patient Services Agents are responsible for the day-to-day activities of the call center to facilitate efficient operation and excellent customer service. They are the first point of contact for patient questions. The ideal candidate will exhibit adaptability, attention to detail, and a commitment to delivering exceptional customer service in a dynamic environment. This position is onsite at our Grand Rapids location.

Responsibilities include:

• Consulting with patients on HealthBridge services to provide the best solutions for their health and financial well-being. This includes reviewing patient account information, taking payments and initiating recurring payment plans.
• Ability to seamlessly transition between inbound and outbound calls while maintaining professionalism and focus.
• Must demonstrate strong adherence to compliance driven policies, procedures, and scripts to ensure consistency and accuracy in all interactions.
• Maintaining patient accounts and information while adhering to HIPAA guidelines.
• Responding to patient inquiries with compassion and active listening to select the best solution efficiently.
• Resolving patient technical issues with patience and understanding.
• Identify additional needs patients may have and routing them to the appropriate department help them.

• Proficient in navigating multiple computer systems simultaneously while actively engaging with patients on phone calls. This includes entering data and processing payments using a keypad with accuracy and efficiency.
• Excellent communication skills: can adapt to new and different situations, read others' behavior, have difficult conversations with ease, and defuse and resolve conflict.
• Evidence of having excelled in a fast-paced Healthcare work environment.
• Experience working with debt collection and/or related financial processing (accounts receivable, etc.)
• High school diploma or equivalent.
• Knowledge of the telephone system and answering service.
• Computer usage is required to perform this position's duties. Strong knowledge of PC operations and software are required. This includes Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, Teams, Slack, Amazon Connect, Zoom, Jira, Epic!
• Must be able to attend mandatory 3-week training session with 0 absences.
• This position is on-site at our Grand Rapids Business Operations Center