Customer Service Associate Specialist

The Opportunity

The Customer Service Associate Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs.

Essential Job Functions

• Answering patient questions regarding statements
• Posting guarantor payments
• Setting up payment plans within our policies
• Researching and resolving issues with accounts that have been identified by patients
• Reaching out to appropriate departments to resolve any requests made by patients
• Connecting patients with financial counseling department for charity screening
• Communicating patient balances
• Meting collection goals as set by department, and providing excellent customer service for all of our patients
• Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues
• Performs other duties as assigned.

Employment Qualifications

• Customer Service and Call Center experience preferred
• 1-2 years’ experience in healthcare industry preferred
• Minimum Education: High School Diploma or GED
• Certifications: CRCR within 9 months of hire
• Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences

Other Knowledge, Skills and Abilities

• Experience in physician and hospital operations
• Compliance and provider relations
• Critical Thinking
• Problem Resolution
• Ability to work effectively in a remote environment, including access to a secure home office and reliable high-speed internet service with minimum speeds of 50 MBPS

Pay

The hourly pay for this position is $17.00 - $18.65 based on experience.

Benefits

Ensemble offers a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.

Culture

Our culture is rooted in collaboration, growth, and innovation. Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Innovation

We provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Equal Employment Opportunity

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.