Remote Customer Service Specialist CBS

JOB SUMMARY

The Customer Service Specialist CBS (Centralized Business Services) performs as a business analyst, analyzing and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or guarantor. The Customer Service Specialist CBS performs as a subject matter expert and may be asked to interface with insurance companies and facility personnel in addition to patients in order to resolve complex inquiries across different service areas.

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 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.

Must be able to multi-task, prioritize, and manage time effectively.

Strong phone contact handling skills and active listening.

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.

Understanding of specialty billing, provider-based billing, hybrid billing.

Working knowledge of SBO environment and non‑SBO environment in Epic.

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

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

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.