About this role
Role Overview
- A Customer Service Associate I – Bilingual is responsible for handling inbound and outbound calls to assist Spanish-speaking and other patients with billing inquiries, complaints, and requests.
- The caregiver utilizes overall knowledge of the Revenue Service Organization to provide accurate information, resolve issues, and ensure patient satisfaction.
- Provides coverage for Spanish-speaking patients and others for incoming calls and inquiries.
- Utilizes various computer systems to resolve patient billing questions and document interactions.
- Works with patients over the phone or through other electronic methods to provide resolution to inquiries and complaints in a patient-friendly fashion.
- Negotiates with patients to resolve their financial liability by collecting payments, setting up payment plans or educating them on financial assistance programs.
- Responsible for meeting productivity and quality measures including first contact resolution goals for patient encounters.
- Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.
Requirements
- Demonstrated experience in customer service, collections or a call center environment.
- Bilingual certification through Alta Language Testing.
- Demonstrates basic computer skills
- Demonstrates knowledge of excellent customer service behaviors.
- Two (2) Years of experience in customer service, collections or call center environment (Preferred).
- Demonstrates knowledge of healthcare billing compliance regulations (Preferred).
- Demonstrates basic knowledge of general medical billing, insurance and billing processes (Preferred).
Benefits
- generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.