• Manage inbound and outbound voice calls relating to patient medical billing and invoice queries.
• Provide accurate information and clear explanations of charges, invoices, payment terms, and account balances.
• Actively chase debt using all communication methods, primarily by phone
• Outbound calling for pre-patient registration
• Resolve billing-related concerns or escalate complex issues to the appropriate teams.
• Assist patients with payment arrangements and account queries.
• Record all interactions accurately in the CRM.
• Handle sensitive billing discussions with empathy, discretion, and professionalism.
• Meet defined performance metrics (quality, productivity, and customer satisfaction).
• Adhere strictly to UK data protection regulations (GDPR) and company compliance standards.

Skills & Competencies

• Excellent verbal communication and active listening skills.
• Ability to explain billing and invoice details clearly and confidently.
• Strong problem-solving and conflict-resolution skills.
• High attention to detail and accuracy in handling financial queries.
• Customer-first mindset with empathy and patience.
• Ability to remain professional in sensitive or high-pressure interactions.

 
 Qualifications & Experience

• Previous experience in a contact centre or customer service environment (billing/medical billing experience preferred).
• Minimum Grade 12 / equivalent qualification.
• Exposure to billing, invoicing, or financial processes advantageous.
• Confident system navigation and call-handling skills.