Patient Communications Specialist II - Billing & Scheduling
Overview
Own outbound and inbound patient communications at scale, handling billing queries, payment arrangements, and appointment coordination across clinics. Work with a team in a centralized Patient Communication Center, collaborating with billing, scheduling, and clinical staff. This role emphasizes patient empathy, accuracy, and process adherence in a high-volume environment. What sets this role apart is direct involvement in payment recovery strategies and cross-functional escalation handling.
What You'll Do7
- 1Build outbound calling campaigns to collect past due balances and negotiate payment arrangements with patients.
- 2Handle inbound calls, chats, and messages to register new patients and schedule, reschedule, or cancel appointments.
- 3Resolve questions about amounts owed and explain available payment options with clarity and patience.
- 4Overcome objections to collections and guide patients toward mutually agreed settlement plans.
- 5Direct calls to the appropriate department for specialized resolution and manage escalated inquiries.
- 6Maintain consistent attendance and adhere to the scheduled work hours.
- 7Perform additional duties as assigned by leadership.
Requirements5
- 11+ years of call center experience
- 2High school diploma or GED
- 31+ year experience with CRM or telephony systems preferred
- 46+ months of experience in collections or a related financial field
- 5Bilingual in English and Spanish preferred
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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