Customer Service Representative – Escalation & Self-Pay

Role Overview

• Performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location
• Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries
• Reports to the Supervisor PFS Customer Service
• Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s)
• Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor
• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service
• Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders
• Performs other duties as needed and assigned by the supervisor
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Requirements

• High school diploma or Associate's degree in Accounting or Business Administration or related field
• At least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience
• Experience in a complex, multi-site environment preferred
• Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner
• Excellent verbal and written communication skills and organizational abilities
• Strong interpersonal skills in interacting with internal and external customers, which includes the ability to interpret customer requirements and recommending appropriate actions to satisfy customer needs
• Accuracy, attention to detail and time management skills
• Ability to work independently and operate keyboard and telephone effectively
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel
• Completion of regulatory/mandatory certifications and skills validation competencies preferred
• Must be comfortable operating in a collaborative, shared leadership environment
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.