What are the responsibilities and job description for the Call Center Representative - RCM position at Integrated Pain Associates?
Job Summary
The Medical Call Center Representative has core responsibilities in managing inbound and outbound patient communication, supporting office and clinical staff, and maintaining detailed patient records. This is a fast-paced, team-oriented role requiring strong multitasking abilities, excellent customer service skills, and attention to detail. Your goal will be to ensure a smooth workflow so that our patients receive the best possible care.
Duties and Responsibilities
- Answer all inbound calls from patients and referring providers.
- Conduct outbound calls to patients and payors as needed
- Process patient payments and set up payment plans for outstanding account balances
- Deliver exceptional customer service via phone, email, and text/chat.
- Provide timely updates and distribution of medical records
- Research prior exams, prescriptions, and messages when handling patient inquiries.
- Properly document all communication in the EMR, tagging appropriate departments or providers.
- Distinguish urgent from non-urgent issues and escalate when needed.
- Process voicemails, re-fax medical records, and complete assigned administrative tasks.
- Manage internal communication (email and instant messaging) in a timely manner.
- Maintain patient confidentiality in compliance with HIPAA standards.
- Perform additional RCM duties as assigned.
Qualifications
- High School Diploma or equivalent required
- Minimum of 1 year experience in a medical office or call center environment.
- Knowledge of medical terminology and HIPAA compliance.
- Intermediate to advanced computer skills and experience with EMR systems.
- Ability to multitask, stay organized, and follow instructions with minimal supervision.
- Strong customer service and interpersonal communication skills.
- Bi-lingual (Spanish/English) strongly preferred.
- Demonstrated ability to read and relay information from an EOB/remittance advice notice is required
- Medical billing experience preferred.
Working Conditions
- Operates computers, scanners, telephones, and additional office equipment.
- Work a full 8-hour shift in a medical office setting.
- Must wear appropriate dress code attire in accordance with company policy and department standards.
- Able to sit and stand for long periods of time.
- Minimal lifting required, with a maximum of 50 lbs.
Benefits
- 401(k)
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
We are an Equal Opportunity Employer
EEO AA M/F/Vet/Disability. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, protected veteran status, or disability.