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 - H.S. Diploma/GED Equivalent
* EXPERIENCE - 2 Years of Experience
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