Customer Service Specialist CBS

Baylor Scott & White Health is a not-for-profit healthcare system serving individuals, families, and communities. The Customer Service Specialist CBS analyzes and resolves complex patient billing inquiries, communicates with patients and related stakeholders, documents account activity, and supports customer service improvement.

Responsibilities:

• Manages large and more complex amounts of incoming inquiries, which may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve customer accounts
• Builds sustainable relationships and trust with patients through open and interactive communication
• Provides accurate, valid, and complete information by analyzing all available data found in multiple patient account systems and ensures 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 support
• Guides callers through troubleshooting, navigating the company site, or using products/services
• Keeps records of patient interactions, processes patient accounts and files documents
• Follows communication procedures, guidelines, and policies
• Collaborates with peers to improve customer service

Requirements:

• Knowledge of specialty billing; provider-based billing, hybrid billing
• Working knowledge of SBO environment and non-SBO environment in Epic
• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 3 Years of Experience