Job Overview:Handle Escalated Calls promptly from patient inquiries regarding hospital/physician billing procedures, policies, and statements. Train new hires and coach existing team members. Utilizes multiple resources to resolve patient inquiries while on the phone, reviewing payment history, analyzing previous notes, ensuring adequate patient or /insurance payment history. Collects patient payments, arrange for debt repayment or establish repayment schedules, based on payment arrangement policy, also discuss hospital Financial Assistance/Charity Policy. Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB).Documents all patient account activities concisely, and or including future steps needed for resolution.Interact effectively with other administrative departments and hospital service areas to facilitate patient account resolution via established means of communication.Follows scripts as provided by the call center management to facilitate consistent and expedient account resolution. Performs other duties as assigned by management to assist in meeting expected departmental goals. Maintains confidentiality of all protected health information (PHI).Job Requirements:High School DegreeProficient in PC applications1-2 years experience in related fieldJob Responsibilities:Other job-related information:Working Conditions:Climbing - RarelyHearing: Conversation - ConsistentlyKneeling - OccasionallyLifting 50+ Lbs - RarelyPulling - RarelyPushing - OccasionallyReaching - RarelySitting - ConsistentlyStanding - RarelyStooping - OccasionallyUse of Hands - ConsistentlyColor Vision - OccasionallyWalking - FrequentlyTriHealth SERVE Standards and ALWAYS BehaviorsAt TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:Serve: ALWAYS...* Welcome everyone by making eye contact, greeting with a smile, and saying "hello"* Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist* Refrain from using cell phones for personal reasons in public spaces or patient care areasExcel: ALWAYS...* Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met* Offer patients and guests priority when waiting (lines, elevators)* Work on improving quality, safety, and serviceRespect: ALWAYS...* Respect cultural and spiritual differences and honor individual preferences.* Respect everyone's opinion and contribution, regardless of title/role.* Speak positively about my team members and other departments in front of patients and guests.Value: ALWAYS...* Value the time of others by striving to be on time, prepared and actively participating.* Pick up trash, ensuring the physical environment is clean and safe.* Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.Engage: ALWAYS...* Acknowledge wins and frequently thank team members and others for contributions.* Show courtesy and compassion with customers, team members and the communityTriHealth is an equal opportunity employer. We are committed to fostering a diverse and inclusive workforce.