Job Description

Today, SCA Health has grown to 11,000 teammates who care for 1 million patients each year and support physician specialists holistically in many aspects of patient care. Together, our teammates create value in specialty care by aligning physicians, health plans and health systems around a common goal: delivering on the quadruple aim of high-quality outcomes and a better experience for patients and providers, all at a lower total cost of care.

As part of Optum, we participate in an integrated care delivery system that enables us to support our partners as they navigate a complex healthcare environment, Only SCA Health has a dynamic group of physician-driven, specialty care businesses that allows us to customize solutions, no matter the need or challenge:

• We connect patients to physicians in new and differentiated ways as part of Optum and with our new Specialty Management Solutions business.
• We have pioneered a physician-led, multi-site model of practice solutions that restores physician agency by aligning incentives to support growth and transition to value-based care.
• We lead the industry in value-based payment solutions through our Global 1 bundled payment convener, that provides easy predictable billing to patients.
• We help physicians address everything beyond surgical procedures, including anesthesia and ancillary service lines.

The new SCA Health represents who we are today and where we are going—and the growing career opportunities for YOU.

** The work schedule will be Monday - Friday with hours from 10am - 6:30pm your local time zone **

The Associate Patient Call Representative interfaces with patients primarily via inbound and outbound calls in order to assist them with inquiries the patient may have. The reps receive and/or collect payments and resolve their issue either through a one call interaction or by escalation and follow up.

• Take inbound calls from patients and make outbound calls to patients
• Provide one call resolution to patient inquires whenever possible and perform timely follow up
• on inquiries requiring escalation or additional research
• Follow up on all patient voicemails within 24 hours
• Provide patient education regarding how to understand their Explanation of Benefits (EOB)
• Take payments from patients
• Provide requested documentation and records
• Consistently achieve defined metrics
• Read and understand contracts with Insurance companies
• Review and determine if an adjustment is required on an account
• Review and determine if a refund is required on an account
• Verify insurance
• Provide patient estimates
• Verify and update demographic information
• Research and locate missing payments
• Review clinical information to determine if a coding review is required

• High school diploma or GED required
• Strong customer service experience preferred
• A/R, billing, insurance verification or customer service experience preferred
• Healthcare experience preferred
• Bilingual preferred

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