• Handle inbound and outbound calls in a professional manner • Answer customer questions and provide accurate information about products or services • Assist customers in resolving complaints, concerns, or technical issues • Escalate complex issues to the appropriate department or supervisor when necessary

Position Summary At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond. ORLANDO HEALTH - BENEFITS & PERKS: Forbes Recognizes Orlando Health as a Best-In-State Employer - Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued. Employee-centric - Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare Position Summary: The Patient Accounts Specialist I is responsible for accurately billing patient accounts, ensuring timely submission and reimbursement from various third-party payers and patients, ensuring proper account documentation in the facility’s billing system, and pursuing follow-up efforts on aged accounts. Responsibilities Essential Functions: • Determine patient’s ability to pay and seek additional assistance either through optional payment plans or uncompensated care • Resolves bill holds by correcting issues that prevent a claim from being billed. • Receives, documents, and responds to all patient correspondence in a prompt and courteous manner. • Reviews error reports from electronic payers; identifies errors and makes appropriate corrections to ensure accurate claim submission. • Communicates with payers and/or patients to resolve anticipated issues. • Answers inquiries received via telephone & other correspondence for patients/guarantors, insurance carriers, and departments as needed. • Responsible for account follow-up for all assigned accounts. • Maintains system work queues based on electronic payers' error reports as assigned including but not limited to DNB, Claim Edits, Front End Rejections, and No Response from payers • Assists Patient Accounts Specialist Rep II/III with ongoing projects and departmental activities as assigned • Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards. • Maintains compliance with all Orlando Health policies and procedures. Other Related Functions: • Participates in departmental meetings • Performs other duties as assigned Qualifications Education/Training: • High School diploma or GED required. • Must complete Orlando Health team member development within 6 months of hire date • Basic knowledge of Microsoft applications (Outlook, Word, Excel, PowerPoint) Experience: Minimum of one (1) year experience in revenue cycle.

• Llevar a un mejor nivel el servicio de nuestros agentes • Asegurar los procesos y estándares establecidos • Mantener e impulsar nuestras excelentes calificaciones en torno al servicio otorgado a nuestros clientes en los segmentos B2B y B2C

• Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues. • Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately. • Maintain a compassionate and composed demeanor, especially during high-intensity calls. • Relay critical information to the internal and external teams to expedite the dispatching process. • Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service. • Succeed in a structured environment where performance goals are set and measured, driving member satisfaction.