Customer Service Associate Specialist
Home Health Focus AI’s mission is to help home healthcare professionals find meaningful opportunities that prioritize patient care. Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy.
About the role
The Customer Service Associate Specialist handles incoming calls from patients for Customer Service. Performs all customer service duties with a focus on managing the resolution of the phone call and all written and documented communication within the systems, committed to assisting in meeting all business needs.
The hourly pay for this position is $17.00 - $18.65 based on experience.
Responsibilities
- Answering patient questions regarding statements
- Posting guarantor payments
- Setting up payment plans within company policies
- Researching and resolving issues with accounts identified by patients
- Reaching out to appropriate departments to resolve patient requests
- Connecting patients with the financial counseling department for charity screening
- Communicating patient balances
- Meeting collection goals as set by the department
- Providing excellent customer service for all patients
- Demonstrating knowledge of all areas of the Revenue Cycle
- Communicating and partnering with other areas of Ensemble and Revenue Cycle to resolve customer service issues
- Performing other duties as assigned
Requirements
- Customer Service and Call Center experience preferred
- 1-2 years' experience in the healthcare industry preferred
- Minimum Education: High School Diploma or GED
- Certification: CRCR within 9 months of hire
- Must be inquisitive and demonstrate openness to innovation, including AI, to explore better processes and improve patient and client experiences
- This is a remote position; candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require
- Access to a secure home office and reliable high-speed internet service with minimum speeds of 50 MBPS
Skills
- Experience in physician and hospital operations
- Compliance and provider relations
- Critical Thinking
- Problem Resolution
- Ability to work effectively in a remote environment
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.
Company Recognition
- Five-time winner of "Best in KLAS" (2020-2022, 2024-2025)
- Black Book Research's Top Revenue Cycle Management Outsourcing Solution (2021-2024)
- 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle (2019-2024)
- Leader in Everest Group's RCM Operations PEAK Matrix Assessment (2024)
- Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance (2020, 2022-2023)
- Energage Top Workplaces USA (2022-2024)
- Fortune Media Best Workplaces in Healthcare (2024)
- Monster Top Workplace for Remote Work (2024)
- Great Place to Work certified (2023-2024)
Culture
- O.N.E Purpose:
- Customer Obsession: Consistently provide exceptional experiences for clients, patients, and colleagues by understanding their needs and exceeding expectations.
- Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
- Striving for Excellence: Execute at a high level by demonstrating "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.
- Innovation
- Work-Life Flexibility
- Leadership
- Purpose + Values