Job Description
- Description:
- Performs day-to-day customer service activities within hospital revenue operations for assigned Patient Business Services (PBS) location
- Ensures excellent customer satisfaction through timely, accurate, and professional follow-up and resolution to complaints, problems, issues, and general inquiries
- Assists patients with resolution of billing issues, including setting up payment plans and responding to complaints
- Provides detailed documentation and reports of customer complaints, interactions, actions taken, and results in appropriate systems
- Tracks trends of customer service encounters and recommends resolutions to supervisor; escalates issues as needed
- Performs communication and follow-up processes related to customer service and ensures activities are submitted timely, tracked, trended, and reported
- Maintains working knowledge of applicable Federal, State, and local laws and Trinity Health policies and compliance
- Work hours: 9:30 a.m. to 6:00 p.m. (EDT), Monday through Friday; remote position
- Operates in a typical office environment with requirements for keyboard use and frequent telephone communication
- Requirements:
- High school diploma or Associate's degree in Accounting or Business Administration or related field
- At least one (1) year of experience with revenue cycle functions and systems in a hospital/clinic, health insurance, managed care, or other healthcare financial setting, or an equivalent combination of education and experience
- Experience in a complex, multi-site environment preferred
- Previous service/call center experience handling customer inquiries
- Excellent verbal and written communication skills and organizational abilities
- Strong interpersonal skills to interact with internal and external customers and interpret customer requirements
- Accuracy, attention to detail, and time management skills
- Ability to work independently and operate keyboard and telephone effectively
- Basic understanding of Microsoft Office (Outlook, Word, PowerPoint, Excel)
- Completion of regulatory/mandatory certifications and skills validation competencies preferred
- Comfortable operating in a collaborative, shared leadership environment
- Personal presence characterized by honesty, integrity, and caring
Benefits:
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