Patient Services Rep 3

Change Healthcare Jacksonville , FL 32277

Posted 6 months ago

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

This position is a Collection Liaison role and is responsible for assisting the collection agencies and internal resources with collection related items including but not limited to; escalated collection calls, collection notification, discrepancies and monitoring. Additionally, team member will respond to customer service general inquires received via email, as well as assist Customer Services team leads with oversight of the team's workflow, answering patient calls, escalated supervisor calls and researching and resolving issues to achieve maximum customer satisfaction.

KEY JOB RESPONSIBILITIES (include the major areas of responsibility and the percentage of time allocated to each)

  • The duties of a Collection Liaison include taking escalated collection calls, respond to collection emails in a fast-paced goal-oriented department.

  • Providing customer service assistance regarding collection issues, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off and working with the refunds department regarding credit balances.

  • Establish and maintain effective and cooperative working relationships with the collection agency's point of contact.

  • Provide account status updates to the collection agencies upon request

  • Provide itemized statements to collection agencies upon request

  • Assist with incoming calls

  • Work incoming insurance updates and emails

  • Support team leads when needed

  • Other duties as assigned

Scope Information:


  • Ability to meet position metrics goals (KPI's)

  • Strong attention to detail, goal oriented

  • Strong written and verbal communication skills

  • Time management skills

  • Organizational skills

  • Commitment to excellent customer service


  • 3+ years' work experience


  • Healthcare and / or insurance billing, processing or customer service preferred

  • Knowledge of Billing and Collection procedures.

  • Previous Patient Service Team Lead experience a plus

  • Emergency Medicine revenue cycle management/billing experience preferred

NOTE: Must have ability to work flexible schedule hours. Candidate maybe required to work a rotating schedule to include shift of 11am-8pm as deemed necessary.


  • Collection Liaison, all skills of a level 3 employee including filling in for Supervisor in their absence

  • Knowledge of the A/R process

  • Organized

  • Detail Oriented

  • Ability to multi-task

  • Work well with others

  • Computer literate


  • Required: High school diploma and equivalent work experience

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Commitment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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Patient Services Rep 3

Change Healthcare