JOB SUMMARY

The Customer Service Specialist CBS (Centralized Business Services) 1 performs as a business analyst, understanding and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or a guarantor.

ESSENTIAL FUNCTIONS OF THE ROLE

• Manages large amounts of incoming inquires.
• 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 a patient accounting system 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 the products/services.
• Keeps records of patient interactions, processes patient accounts and files documents. Has confidential conversations to discuss sensitive information such as PHI (Patient Health Information) and payment details.
• Follows communication procedures, guidelines, and policies.
• Collaborates with peers to improve customer service.

KEY SUCCESS FACTORS

• Must be able to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Computer skills (Outlook, Word, Excel).
• Basic understanding or ability to quickly learn the industry specific/fundamentals of medical billing and insurance industry concepts: EOB, UB, 1500.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

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