Customer Service Specialist II - Remote (Billingual - Spanish)

Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas that promotes the well-being of individuals and communities. The Customer Service Specialist II is responsible for examining and resolving customer billing issues while ensuring excellent communication with patients and insurance companies.

Responsibilities:

• Manages large and complex inquiries. This may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve accounts
• Builds sustainable relationships and care with patients through open and interactive communication
• Provide accurate, valid, and complete information by examining all available data in multiple patient accounting systems. Ensure 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 help
• 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 delicate information like PHI and payment details
• Follows communication procedures, guidelines, and policies
• Partners with peers to improve customer service

Requirements:

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