Patient Account Rep. in Corona, CA at Parallon

Date Posted: 7/16/2018

Job Snapshot

Job Description

GENERAL SUMMARY OF DUTIES –Parallon’s 3rd Party Collectors work directly with patients to help resolve medical accounts by utilizing excellent customer service skills.  Our proven call models help Collectors to reach performance goals, achieve acceptable call quality scores and adhere to FDCPA & HIPAA regulations.


•       Perform collections activity based on collection queue/production goals by making outbound and receiving inbound telephone calls from patients who owe medical bills.

•         Follow all required FDCPA regulations and system procedures.

•       Handle calls through an automated or manual dialing process.

•       Maintain a working knowledge of client policies and procedures.

•       Maintain acceptable call quality as determined Compliance, Legal, Quality and the Management staff.

•       Assist the Unit Manager or Team Lead in working priority reports promptly, effectively, and efficiently and serve as a mentor to new employees by assisting with their training and development.

•       Work an appropriate number of accounts each month as determined by Management and use appropriate account maintenance on each account worked, including entering notes which detail actions.

•       Escalate patient complaint calls as necessary to appropriate leadership for resolution.

•       Accept constructive criticism and listen to recorded calls in an effort to improve call quality and collection dollars.

•       Achievement of daily/weekly/monthly collection fee goals.

•       Strict adherence to HIPAA, FDCPA, HiTech and all state and federal regulations relating to account collections and patient privacy.

•       Adheres to and supports organizational IT&S standards, policies, and procedures.

•       Adheres to Code of Conduct.

•       Performs other duties as assigned.

Job Requirements


•      Working knowledge of collections helpful, but not required.

•      Demonstrated communication and problem solving skills and the ability to act/decide accordingly.

•      Ability to collect, create and research complex or diverse information.

•      Exceptional customer service and the ability to plan organize and exercise sound judgment.



•       High school diploma or equivalent.


•        Minimum 1 year work experience in customer service, medical billing or collections.

•        Prefer experience providing training and feedback to less experienced associates and experience in production driven environment.

•        Experience with standard office software products a must.