JOB DESCRIPTION
JOB SUMMARY
The Customer Service Specialist CBS (Centralized Business Services) 1 performs as a business analyst, understanding and resolving customer billing issues.
This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or a guarantor.
ESSENTIAL FUNCTIONS OF THE ROLE
- Manages large amounts of incoming inquires.
- Builds sustainable relationships and trust with patients through open and interactive communication.
- Provides accurate, valid, and complete information by analyzing all available data found in a patient accounting system and ensures all communications are covered, explained, and documented.
- Meets customer service team call handling goals and productivity standards.
- De-escalates situations involving dissatisfied patients, offering patient assistance and support.
- Guides callers through troubleshooting, navigating the company site, or using the products / services.
- Keeps records of patient interactions, processes patient accounts and files documents. Has confidential conversations to discuss sensitive information such as PHI (Patient Health Information) and payment details.
- Follows communication procedures, guidelines, and policies.
- Collaborates with peers to improve customer service.
KEY SUCCESS FACTORS
- Must be able to multi-task, prioritize, and manage time effectively.
- Customer orientation and ability to adapt / respond to different types of characters.
- Excellent communication and presentation skills.
- Computer skills (Outlook, Word, Excel).
- Basic understanding or ability to quickly learn the industry specific / fundamentals of medical billing and insurance industry concepts : EOB, UB, 1500.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note : Benefits may vary based upon position type and / or level
QUALIFICATIONS
- EDUCATION - Diploma / GED Equivalent
- EXPERIENCE - 2 Years of Experience
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