Customer Service Representatives

• Conduct reminder call campaigns for mostly medical and possibility utility or other clients through the use of predictive dialing equipment, phone queue and cell phone loop.
• These would typically be pre-collect programs where the debtor has a patient responsible balance or close to having their service disconnected.
• If not resolved with Penn Billing, these accounts will be transferred to a collection agency.
• Perform self-pay monitoring. This would involve reminder calls to patients that are late on the payment plans they have set up with our clients.
• Responsible for learning about all call center clients including: how they operate, what options are available to resolve patient or consumer balance, how long they have to do so, offering to and setting up payment plans, offering and reviewing eligibility for charity programs, providing instructions and locations for mail in or on site payments, etc.
• Responsible for taking calls to and from multiple and varied types of clients.
• Must have the ability to learn and access various remote client systems as needed
• Take credit cards or check payments over the phone and enter into the proper system to resolve client accounts.
• Responsible for sending out statements, itemized statements, and receipts to patients as requested.
• Responsible for explaining insurance coverage and answering questions to the extent needed for patient balance collection and/or to gather insurance information for billing purposes.
• Perform limited training and support to employees learning or working with the same clients.
• Entering information onto spreadsheets requesting or providing needed information for Client Coordinators to report back to clients on accounts.
• Must complete forms for payments plans, insurance, etc., as needed and forward to the Coordinator.
• Handle accounts within the guidelines established by clients of Penn Billing.
• Handle accounts within the confines of both State and Federal guidelines.

Schedule/Shift: Mon-Friday 8am-5pm

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.