Customer Service Coordinator II- Healthcare Billing Call Center

Johns Hopkins Medicine is a not-for-profit, academically based health system dedicated to providing high-quality patient health care. The Customer Service Coordinator II responds to patient billing inquiries, verifies insurance information, resolves customer service issues, and provides patient education. The role also coordinates patient interactions, maintains accurate billing records, and supports patient satisfaction in a fast-paced inbound call center.

Responsibilities:

• Handles customer inquiries and complaints, ensures quality level of customer satisfaction
• Verifies patient insurance information and assists with pre-authorization processes
• Ensures correct patient demographics and insurance information has been captured in the hospital billing system
• Advises patients/family regarding their financial obligations and concerns once claims are adjudicated
• Ensures that incoming call volumes are processed expeditiously, and all accounts have been properly documented
• Sets up contracts, auto payments, and secures promissory notes, as required by policies

Requirements:

• • Good written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy
• • Completes basic to moderately complex business support assignments; work involves minimal problem resolution
• • Strong attention to detail and self-directed to consistently ensure data integrity and accuracy
• • Uphold ethical principles by maintaining confidentiality, ensuring informed consent, and making decisions that prioritize the well-being of both patients and staff
• • Work seamlessly within diverse teams, bringing together professionals from various disciplines to provide patient-centered care and achieve collective goals
• • Ensures the implementation of company policies in their daily tasks, identifies potential risks in their scope of work, and reports any breakdown in controls to the supervisor
• • Intermediate proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook)
• High School Diploma/GED or equivalent (Required)
• 2+ years of experience in customer support coordination (Required)
• Navigate rapidly changing situations, from evolving patient needs to technological advancements, by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks
• Only applicants working from MD, DC, VA, PA, DE or FL will be considered
• Must have the ability to multi task- talk and type while on the phone with patients