We are looking for a dedicated and empathetic Patient Calling Associate to join our US Healthcare team. The ideal candidate will be responsible for communicating with patients by phone to discuss account balances, payment options, insurance-related queries, and appointment-related follow-ups (as applicable), and for providing exceptional customer service while adhering to HIPAA guidelines and company standards.
This role requires excellent communication skills, professionalism, and the ability to handle patient interactions with patience and empathy.
Key Responsibilities
- Make outbound and receive inbound calls from patients regarding their healthcare accounts.
- Explain outstanding balances, payment options, and billing information clearly and professionally.
- Assist patients in understanding insurance coverage, deductibles, co-pays, and claim status where applicable.
- Document all patient interactions accurately in the Practice Management (PM) system.
- Resolve patient queries or escalate complex issues to the appropriate department.
- Maintain confidentiality of patient information in accordance with HIPAA regulations.
- Meet daily productivity and quality targets.
- Handle difficult conversations professionally while maintaining a positive patient experience.
- Coordinate with internal teams, including Billing, AR, Eligibility, and Customer Support, as needed.
- Ensure compliance with company policies and US healthcare regulations.
Required Qualifications
- Graduate in any discipline.
- 1 4 years of experience in Patient Calling, Customer Support, Medical Billing, or US Healthcare Voice Process.
- Excellent verbal and written English communication skills.
- Strong listening, interpersonal, and problem-solving abilities.
- Comfortable working in permanent night shifts.
- Basic knowledge of US Healthcare and medical billing concepts will be an added advantage.
- Positive typing speed and computer proficiency.