Performs day-to-day customer service activities within the hospital revenue operations
Serves as part of a Customer Service team responsible for ensuring excellent customer satisfaction
Handles various self-pay and insurance billing and collection inquiries
Assists patients in the resolution of billing issues, setting up payment plans and responding to complaints
Provides detailed documentation and reports of customer complaints and issues
Tracks trends of customer service encounters and recommendations for resolutions
Resolves independently or escalates issues affecting customer complaints to the Supervisor Customer Service
Performs communication and follow-up processes related to customer service

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
Service/call center experience with the ability to respond to customer inquiries
Excellent verbal and written communication skills
Strong interpersonal skills
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

Customer Service Representative – Escalations, Self-Pay

Key skills