• Handle a high volume of inbound calls from patients in a professional and positive manner, while driving exceptional, individualized customer service • Answer inquiries by researching, locating, and providing relevant information; including any promotional or new product information when applicable • Forward customer requests to appropriate departments when needed • Maintain accurate records in the Patient Contact Center and Electronic Medical Records (EMR) databases by entering information timely and ensuring all files are up to date • Document all call information according to standard operating procedures • Maintain patient privacy according to HIPAA regulations • Ensure a significant working knowledge and understanding of procedure, protocol, and office guidelines • Handle outbound calls upon request • Other duties as assigned and directed by your supervisor

• Answers incoming phone calls from clients, members, subscribers, or the public. • Responds to questions directly within the scope of the position. • Routes calls to the appropriate person if necessary. • Counsels clients or other callers who are upset or have urgent concerns. • Ensure callers have been provided with all necessary paperwork and instructions. • Solicits information necessary to respond appropriately or route caller. • Performs lookups or extracts records from information system or other files. • Educates callers about available services, products, or benefits. • Oversees service schedules. • Ensures estimates and other information given to the public are current.

• Atender y acompañar a los usuarios a través de los diferentes canales de contacto definidos por la compañía • Realizar gestión comercial de productos o servicios de nuestros clientes • Brindar una atención cercana, amable y respetuosa en cada interacción • Cumplir con los niveles de servicio y los indicadores establecidos para los canales de atención

Job Posting Closing Date: Open until Filled Where do you belong? Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional, at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success. USACS also understands that location is important. We offer career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture, outstanding benefits and competitive compensation package is best in class. Job Description The Patient Services Resolution Representative serves as a key point of contact for patients with billing concerns at USACS. This role requires clear communication, problem-solving skills, and the ability to manage multiple tasks efficiently. The representative uses their knowledge of billing, insurance, and payment policies to resolve inquiries, collect payments, and provide payment options while maintaining professionalism and confidentiality. Location: This is a remote position but the candidate must reside near Canton, OH ESSENTIAL JOB FUNCTIONS: - Handle high volume of inbound calls from patients, patient representatives, attorneys, and insurance companies. - Accurately identify caller’s needs and resolve inquires in a timely and accurate manner. - Research and document billing issues by following documented standard work policies, procedures and department resources effectively. - Utilize escalation protocols when necessary to address complex accounts - Communicate USACS billing policies clearly as they relate to patient accounts. - Identify in billing concerns and issues; and take proactive steps to minimize negative impacts to the patient, department, and/or company. - Maintain strict confidentiality and professionalism in compliance with HIPAA and USACS Code of Conduct, House Rules, Missions, and Values. - Performs various duties including but not limited to: research accounts, processing payments/adjustments, and processing incoming correspondence from patients, attorneys, insurance companies, etc. - Adhere to department schedule and department attendance policies to ensure adequate coverage of call center hours KNOWLEDGE, SKILLS AND ABILITIES: - Ability to provide the highest quality of Customer Service to patients, hospital staff, co-workers, etc. - Exceptional phone skills and active listening, with a great emphasis on being able to communicate with patients/customers, co-workers, and management - Ability to adapt communication style to different types of callers, while maintaining professionalism, composure, and empathy - Proficiency with Windows applications, including Excel, Word, and Outlook - Understanding medical insurance terminology; familiarity with ICD-10 and CPT coding is beneficial. - Basic math skills for handling calculations related to payments and balances. - Effective multitasking, prioritization, and time management abilities. - Self-motivated with the capacity to work independently and collaboratively. - Comfortable working in a fast-paced, dynamic environment and open to learning new processes. Must be able to work in a fast paced, ever-changing environment - Displays an eagerness and capacity to learn when faced with new situations and problems - Willingness to request patient payments and assist in settling account balances. - Receptive to constructive feedback and continuous improvement. EDUCATION AND EXPERIENCE: - High school diploma or equivalent. - Experience in call centers, customer service, medical insurance, or billing is helpful, but not required. PHYSICAL DEMANDS: - While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. - Required to have close visual acuity to perform the job Hourly Rate: $14.53-$26.88 The rate offered for this position will be in the range of $18.25/hour Hourly rate may be determined on several factors including but not limited to knowledge, skills, experience, education, geographical location and requirements stated in job description. US Acute Care Solutions current and potential employees enjoy best in class benefit programs with a wide array of options. To learn more, please visit the following link: http://www.usacs.com/benefits-guide Click the red apply button to submit an application and resume. If you are an USACS employee, please apply via the Jobs Hub in the Workday system.