• Quality Monitoring & Evaluation: Assist in the development and upholding of customer service quality standards. Review and assess customer interactions (calls, chats, emails) for adherence to quality standards, policies, and procedures. Score interactions based on established criteria and document findings accurately. Identify trends and recurring issues impacting customer satisfaction and operational efficiency. • Performance Improvement: Collaborate with managers, supervisors, and key stakeholders to create strategies for improving service quality. Track progress on corrective actions and ensure continuous improvement of customer service representatives. Maintain documentation of training activities and quality assessments for all mentees. Implement professional coaching methodology to frame individual and group coaching sessions. Work in tandem with other QA professionals to create and maintain standard operating procedure documentation regarding the Quality Assurance role. • Technology & Reporting: Leverage quality reports, trend analysis, and professional observations to proactively identify performance risks and opportunities and translate findings into data-driven recommendations that inform business initiatives, operational improvements, and strategic decisions for Customer Service leadership. Support efforts to implement and create best practices around agent assist tools, AI quality tools, data collection, and technology usage. Make effective use of data for reporting and to influence broader business and training initiatives.

Title: Bilingual Members & Providers Call Center Agent- CA- Remote Location: United States Job Description: Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary Call Center Member Agents are responsible for responding to basic to moderately complex member telephone calls involving eligibility and benefit information. Your role in our mission - Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel. - Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs). - Documents call in a customer relationship management (CRM) ticketing solution, resolves member requests/inquiries and updates CRM history with results of inquiry to include proper documentation. - Interfaces with team personnel, management, and customers in reference to customer service issues. - Conducts outbound calls to members in response to customer direction or other business needs. What were looking for - High school diploma or G.E.D. - 6 months minimum, prefer on more years of customer service or other telephone experience. - Dental experience preferred - Bilingual (Spanish/English) required - Experience working with organizational functions and personnel. - Experience working with computer software and telephone technology and skilled in the use of help desk software. - Harver Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities. What you should expect in this role - Business and analytical critical thinking skills. - Communication skills both written and oral. - Ability to work independently. - Ability to follow oral and written directions. - Ability to navigate Microsoft Word, Microsoft Teams, Microsoft Outlook, and internet browsers. - Additional details regarding the role: Hourly rate that will be offered: - $25/hour Bilingual - $23/hour Not Bilingual Schedule / Operational Hours (subject to change): - Remote 8:00am to 5:00pm PST zone - Must reside in CA The pay range for this position is $31,200.00 - $44,500.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

• Respond to customer inquiries related to accessibility and disability accommodations • Coordinate services such as: interpreters (ASL or language access), captioning or relay services, alternative document formats (large print, Braille, audio) • Assist customers experiencing accessibility barriers with products, services, websites, or facilities • Document ADA accommodation requests in case management systems • Escalate complex accessibility issues to ADA coordinators or compliance teams • Educate customers on available accessibility options and services • Handle complaints related to discrimination or lack of accessibility • Ensure all interactions follow ADA guidelines and company policy • Maintain confidentiality and sensitivity in all disability-related communications

Medical Debt Collections Call Center Agent Location: Richmond, VA United States Job Description: Hourly Wage Estimate: $15.46 - $23.19 / hour Learn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range. This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA). Schedule: Full-time position that requires 1 mid / evening shift/per week/on a Monday, Tuesday, Wednesday, or Thursday 11am- 9pm CST 1 Saturday per month Hours between 9:00 AM - 3:00 PM CST. Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below: Collection Spec Job Summary and Qualifications As a Patient Account Collections Specialist you will be responsible for outbound calls with account follow-up and resolution of patient receivables while providing excellent customer service. This position is work from home; must live within an HCA Healthcare hospital market area. Duties and Responsibilities: Refer calls/accounts to appropriate parties based on customer inquiries. You will spend 90% of your day on the phone. Identify problem accounts and escalate as appropriate . Update the patient account record to identify actions taken on the account. Work with patients and guarantors to secure payment on outstanding account balances. Maintain minimum production standards. Achieve passing quality review scores per unit requirements. Produce acceptable unit collection volumes. Work within company attendance guidelines. Provide excellent customer service. Work with other team members and management in a professional manner.? Qualifications: Previous Call Center experience preferred. Minimum one-year related experience preferred, preferably in healthcare. Experience with collections in healthcare revenue space is preferred. B ILINGUAL is not required , but a plus Benefits Work from Home, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include: Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services Wellbeing support, including free counseling and referral services Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence Savings and retirement resources , including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts Learn more about Employee Benefits Note: Eligibility for benefits may vary by location. " Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities. HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses. " "There is so much good to do in the world and so many different ways to do it." - Dr. Thomas Frist, Sr. HCA Healthcare Co-Founder If you find this opportunity compelling, we encourage you to apply for our Collection Spec opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing - apply today! We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.