Entry-Level Customer Service Patient Experience Specialists – REMOTE – Digitech – Sarnova HC, LLC – Columbus, OH

Company Overview:

Shift: 11:30am to 8:00pm EST. Work from the comfort of your home. The Patient Experience Specialist responds to incoming calls from patient account holders, an authorized representative of the patient, insurance companies, or an authorized entity. In this role, the successful candidate will receive incoming telephone calls regarding patient accounts. With a friendly, courteous and professional demeanor, they will work to independently answer the caller’s questions about the account and/or will make updates or corrections to the account by accessing the patient account information in the computer system. Resolving the caller’s issues as completely as possible and as quickly as possible with a high level of accuracy and follow-through are key to succeeding in this position.

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services, Cardio Partners, and Emergency Medical Products

Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.

Responsibilities and Qualifications:

Summary:

The Patient Experience Specialist responds to incoming calls from patient account holders, an authorized representative of the patient, insurance companies, or an authorized entity. Questions or problems are addressed by accessing account information in the computer system, relaying the appropriate information in a courteous and helpful manner, by making corrections to the information in the system, or generating written requests to other Teams and documents encounters to the account.

In this role, the successful candidate will receive incoming telephone calls regarding patient accounts. With a friendly, courteous and professional demeanor, they will work to independently answer the caller’s questions about the account and/or will make updates or corrections to the account by accessing the patient account information in the computer system. Resolving the caller’s issues as completely as possible and as quickly as possible with a high level of accuracy and follow-through are key to succeeding in this position.

Our Patient Experience team specializes in EMS (Ambulance) billing. We invest in our employees through training and earned opportunity and are looking for individuals who will invest long term along with us.

Essential Duties and Responsibilities:

• Attainment of performance proficiency in accordance with standards as specified in the Patient Experience Specialist Production Standards documentation.
• Generation of written requests for activity to be processed by other Teams and to generate documentation of transactions for reporting to Leadership. Any written requests received should be completed as is appropriate to that specific request on a daily basis.
• Utilization of the prepared script, P.E.S. General Information, and the Correspondence Training Manual documents to properly respond to inquiries.
• Development of an accurate understanding and application of information contained in the Client Manuals in order to complete daily assignments.
• Performance of any other special projects or assignments in a timely and accurate manner, as assigned.
• Other duties as assigned

Skills/Experience Required:

• High School Diploma/GED or equivalent work experience.
• 0-1 years of experience.
• Strong oral and written communication skills.
• Strong customer focus and phone etiquette.
• Friendly and team-oriented.
• Previous word-processing experience with a minimum typing speed of 35 WPM.
• Previous call center/customer services experience a plus.
• Previous computer experience is very helpful.
• Must have high speed internet and a phone line.
• Bilingual (Spanish/English) a plus.
• Strong time management and organizational skills.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a temperature controlled office or home-office environment.
• While performing the duties of this job, the employee is required to sit or stand 80% of the time.
• The employee will occasionally lift and or carry up to 25 lbs.
• Employee may use computer, phone, copier and other office equipment in the course of a day.
• While performing the duties of this job, the employee is required to walk 20% of the time, stand 10% of the time and sit 70% of the time.
• While performing the duties of this job, the employee is occasionally required to use hand to finger, handle or feel objects, touch and use tools, reach with hands and arms, climb stairs, bend, stoop, twist, lift, reach, push, pull, grasp, balance, kneel, crouch, crawl, grasp, talk, hear, and walk during the course of employment.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and an ability to adjust focus.
• Employee may be required to travel for business purposes.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled