Customer Service Analyst

PFS Group is seeking a Customer Service Analyst who will provide patient financial services via phone, email, and written communications. The role involves assisting supervisory staff with workflow management, training, and mentoring CSRs, as well as handling escalated calls requiring complex problem-solving skills.

Responsibilities:

• Perform as a highly proficient customer service analyst, to include proactively monitoring work queues and assisting where needed
• Reviewing accounts and work queues for accuracy, providing review of account to CSRIII and above to ensure accuracy
• Remain current on PFSG SOPs and the content of project templates for assigned work groups
• Work email and correspondence according to the standards in place for the associated projects
• Be responsive to work direction provided by the leadership (Team Lead and above) as adjustments are required frequently to achieve our business goals
• Act as a point of escalation for your team and for any representative that may require assistance
• Train and mentor staff in effective customer service techniques, standard operating procedures, and project specific requirements
• Maintain high visibility to the staff and be available to assist when possible, lead by example and hold yourself to a higher standard as it relates to attendance, company goals, and policies
• Communicate concerns or observations, including company policy violations, to supervisors or the appropriate parties in a timely manner
• Arrive at work timely with good regular attendance in order to meet needs of coworkers, customers and clients
• Other duties as assigned in our team-oriented environment

Requirements:

• Professional presentation with clear verbal communication, proper grammar and articulation
• Excellent listening, interpersonal, teamwork, problem-solving and research skills
• Ability to read and comprehend insurance and patient correspondence
• Highly-organized with ability to multi-task, work well under pressure with deadlines and work well in a fast-paced environment
• Good Microsoft Outlook, Excel, and Word skills
• Excellent documentation skills
• Ability to train and develop new staff members and have positive influence on the staff
• Demonstrated leadership, team work and time management skills
• Ability to adapt to changes quickly and maintain positive working relationship with staff, peers and leaders
• Minimum 12-months tenure as CSR at PFS Group
• Medical customer service, patient account resolution, insurance and/or call center experience
• High school diploma or GED
• Demonstrated stable work history
• Ability to speak Spanish fluently
• CUBS computer system experience
• CRCS-I Certified
• Knowledge of commonly-used concepts, practices, and procedures within the healthcare field