EO, Bilingual Patient Account Resolution Specialist

Welcome to Ovation Healthcare!  

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.   

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.   

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.  

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.   

SUMMARY:  

The BILINGUAL Patient Account Resolution Specialist serves as the primary point of contact for patients, addressing inquiries, resolving account balances, and providing accurate information while delivering exceptional customer service. This role involves managing both inbound and outbound calls with a strong focus on first-call resolution. The specialist is responsible for efficiently handling patient account issues, offering  clear communication and effective problem-solving to ensure a positive and helpful experience for every patient.  

DUTIES AND RESPONSIBILITIES:  

• Efficiently handle 75+ inbound and outbound calls daily, ensuring effective resolution of patient inquiries.  

• Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.  

• Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.  

•  Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.  

• Consistently achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.  

• Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.  

• Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.  

• Focus on providing high-quality customer service with each call, ensuring patient satisfaction and effective issue resolution.  

• Practice active listening techniques to fully understand patient concerns, aiming for first-call resolution whenever possible.  

• Maintain a professional and courteous demeanor when interacting with patients, management, and team members.  

• Perform other duties as assigned, contributing to the overall success of the department and organization.  

KNOWLEDGE, SKILLS, AND ABILITIES:  

• Must be fluent in Spanish

• Proficient i