Patient Experience Representative

Who We Are:

At Koha Health, we’re focused on our customers, both internal and external. Our most valuable elements that make up our business are the amazing people in our teams. At the core, we value Integrity, Commitment, and Innovation, and we believe these values support our mission to exceed our customers’ expectations by delivering industry revenue performance. Our vision, simply stated, is to better everyday life for our people, our customers, and our communities, and we do this all while having a little fun!

Company Overview

Koha Health is a fast-growing Revenue Cycle Management (RCM) company that leverages automation and technology to provide industry-leading billing services to healthcare provider organizations. Our systems use smart technology to automate workflow, improve charge capture, manage code compliance, and provide custom rules for intelligent claims review. By leveraging the best RCM technology, we can integrate our RCM solutions into our clients’ ecosystems.

Not only do we strive to provide the highest level of personalized service, but we understand the importance of relationships. These relationships translate into the work we do, the people we meet, and the communities we serve. Each day we innovate, collaborate, and solve problems for our clients, improving the way physician practices and health systems operate today. We strive to empower our people through career development, service opportunities, and a supportive community so they can reach their fullest potential. Here at Koha Health, our people come first.

Position Summary

As a Patient Experience Representative, you will work on the frontlines of providing a superior experience for patients. This includes taking inbound calls from our clients’ patients, placing outbound calls to those patients, and corresponding through email. We have the utmost commitment to providing patients a superior and delightful experience on every interaction they have with Koha Health. The ideal candidate is a “people person” who has a passion for customer service and patient experience. The primary qualities of a successful candidate include being friendly, personable, and skilled at resolving escalations with patients. Organization, interpersonal skills, and strong time management are essential in this role too.

Responsibilities include but are not limited to

• Prompt and attentive answering of inbound patient calls as measured by department goals
• Resolving caller questions and issues or escalate as appropriate within HIPAA requirements as well as department goals for call handling time
• Navigating healthcare revenue cycle platforms to service incoming patient calls
• Accurately process patient credit card payments and provide verbal or written confirmation
• Making outbound calls to patients as necessary to facilitate patient payments, provide follow up on details of issue resolution or notification of required/missing information
• Collaborating with other Koha Health operational teams to gather information and execute requests to address and resolve patient needs
• Process incoming requests (phone, paper or electronic) while maintaining HIPAA standards

Requirements/Qualifications

• Two (2) to three (3) years of customer service experience; call center experience a plus
• Familiarity with healthcare billing preferred but not required
• Use active listening skills to quickly determine the purpose of the patient call and use resources to provide an efficient and appropriate resolution, escalating if necessary
• Able to maintain confidence, competence, and empathy even when faced with a challenging call, to work to an appropriate outcome
• Experience collaborating with internal teams through high-priority and time sensitive issues
• Demonstrated ability to communicate with a wide range of internal and client stakeholders through clear, informed, and relevant communications (verbal and written)
• Zeal for exceeding client expectations by delivering exceptional service
• Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
• Ability to work in a fast-paced environment while prioritizing and managing multiple responsibilities
• Enthusiasm, idealism, creativity, dedication, and a little bit of attitude

Koha Health Core Skills & Traits

• Integrity: Does not cut corners
• Coachability: often solicits feedback and reacts calmly to criticism. Ability to listen and learn from others and receive and give feedback in a candid and professional manner
• Persistence: demonstrates tenacity and willingness to go the extra mile to get something done
• Proactive: ability to work alone and without being told what to do. Also brings new ideas to company
• Adaptability: Adjust quickly to changing priorities and conditions
• Enthusiasm: Exhibits passion and excitement over work
• Work Ethic: Strong willingness to work hard and sometimes long hours to get the job done
• Teamwork: Reaches out to peers and leaders when needed and promotes a collaborative working environment
• Client satisfaction mentality: always thinking about how their work effect our clients and looks for ways to improve client satisfaction

Our Commitment to Diversity and Inclusion

A culture of innovation, diversity and inclusion is the Koha Health way. Equality drives our spirit and fuels our creativity. We celebrate, value, and appreciate all voices and are continually building a culture where everyone has the freedom to be their authentic self. Our commitment to inclusion across race, color, religion, gender identity, sexual orientation, disability, age, veteran status, and experience drives our success and makes our company stronger.