International Voice Process Executive

International Voice Process Associate/ Patient Calling Executive Job Description

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Role Overview

The Senior Patient Calling Executive is responsible for managing complex patient interactions regarding billing inquiries and payment processing. This role requires advanced expertise in revenue cycle management, exceptional communication skills, and the ability to lead and mentor junior team members.

Job Responsibilities

• Handle inbound and outbound patient calls, aiding with medical bill payments and resolving complex billing queries.
• Guide junior team members in addressing patient concerns and improving their call-handling skills.
• Review and escalate unresolved issues to management while ensuring timely follow-up.
• Maintain comprehensive knowledge of billing policies, procedures, and healthcare regulations to effectively assist patients.
• Document all patient interactions accurately in the patient management system, ensuring compliance with HIPAA regulations.
• Analyze patient feedback and recommend improvements to enhance service delivery and patient satisfaction.
• Collaborate with internal departments to ensure seamless communication and resolution of billing issues.
• Monitor team performance and provide feedback to enhance productivity and service quality.
• Stay updated on changes in healthcare billing practices and regulations to maintain compliance.

Job Requirements

• Minimum 1 years of experience in patient calling or customer service within the healthcare industry.
• Strong understanding of revenue cycle management processes and healthcare billing practices.
• Proficiency in using billing software, patient management systems, and Microsoft Office Suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills, with the ability to explain complex financial information clearly.
• Strong analytical, logical thinking, and problem-solving skills, with attention to detail.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Commitment to delivering exceptional customer service and maintaining high levels of patient satisfaction.

Education & Certification Requirements

• Graduate and/or Postgraduate degree
• Additional certifications related to healthcare billing or revenue cycle management are a plus.