• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Work in a company office or home office environment with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). • Follow company and client policies, procedures, and applicable laws. • Maintain perfect attendance during training for the first six weeks of employment (unless pre-approved prior to start). • Responsibly and plan-fully use time off when accrued so that customers can rely on you to be here for them as scheduled, with rare, unplanned absences. • Give full attention and focus to quality delivery of responsibility during scheduled hours of work just as if you were in the office. • Maintain and manage a secure and private personal home office space free of distractions during working hours. • Operate with integrity, honesty, and transparency in all work-related matters. • Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues. • Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections. • Answer complex billing and insurance questions (i.e., deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes). • Review financial information and recommend payment options and/or assistance programs in accordance with client guidelines. • Manage both common and challenging objections and concerns from consumers. • Discuss and help consumers think through payment resources and make necessary referrals to the client. • Use required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call. • Maintain working understanding of account requirements, leveraging related documentation and resources as needed. • Independently and efficiently perform account documentation including notes and codes, making few errors and requiring minimal assistance. • Skillfully work within multiple internal and client systems. • May learn and perform other duties and responsibilities as assigned based on business needs.