Hospital Call Center Representative
REVMD Partners LLC - Westmont, IL

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REVMD Partners LLC – Westmont, IL


The Customer Service Representatives main responsibility will be taking inbound calls from patients that are inquiring about their bills. Very customer service focused environment, where our belief is to effectively explain to patients why they owe the remaining balance and work with them to obtain payment. Ensures the provision of efficient, effective, quality customer service. The representative must have the ability to functions in a fast paced/high call volume environment. Maintain and clearly document all activity for all accounts. Assists patients with any problems or concerns and directs them to the appropriate support function for assistance. Ensures that confidentiality is maintained at all times. Knowledgeable with FDCPA guidelines Effective communication with all patients and insurance companies in a timely and professional manner. Documents reasons for non-payment of outstanding balance. Meditech and high call volume experience a plus. Base pay: $12-14/hr. depending on experience. Works independently with flexibility. Some facts about our RevMD culture:

100% Healthcare - Acute care hospital clients & Physicians plans
Management teams longevity together and rev cycle experience
Promotion from within
Under 10% turnover
Privately owned - 3 managing partners involved in daily detail
Entire staff (all levels) constantly communicate/train. Encourage open communication on the floor, so we are aware and can react
All management team leads by example. Managers, Sups, TL, in the account level detail and participate in power hour…constantly take escalated calls and are on the floor for questions..
Positive outcome incentive program
Inbound call mentality is full completion/resolution (i.e. credit card processing, dis insurance verify eligibility) and not monitored by traditional call center standards (i.e. 3 minutes per call)
Mentality of working in detail and reacting, rather than full reliance on analytics.. every shop tries to achieve “no surprises”. Not possible in this business, key is reaction time, etc..
Prioritization of work activity by using dial pulse, letter pulse, dialing on PMP’s, NWS (new self) and NWI (new bal after ins) ---Zip code score – internal data by past payment, past bad debt, past charity
Community involvement. One of the managing partners is the chairman of foundation board for 3 billion $ health system, very involved with ACA & ICA, AIF foundation involvement, externship programs with local universities.
Slow and sound hiring practice, intense evaluation in 90 day introductory period…-from there, constant communication/feedback. We all make mistakes but what we learn from mistakes is important. NO SALES PEOPLE