Customer Service Rep II

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois, and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families through 14 hospitals and multiple community health locations, offering inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care, and hospice.

About the role

The Customer Service Representative II serves as an advocate for patients and their families, providing communication support, guidance, interpretation, and education on complex and/or escalated billing, claim status, and customer-related inquiries. This role assists patients with outstanding balances, resolves debit and credit account balances, and mentors junior staff.

Must reside within one of the following US states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, or Texas.

Responsibilities

• Handles large volumes of incoming customer inquiries; utilizes customer service skills and tools to accurately identify, research, and respond to customer inquiries.
• Counsels patients on available payment options, such as payment arrangements, financial assistance, and various local, state, and federal agencies.
• Reviews patient account history to ensure all payors have been billed; validates accuracy of payments and adjustments; updates patient accounts with current insurance; documents all actions taken.
• Applies advanced skills to resolve complex and escalated patient inquiries and account issues; provides feedback and suggestions to improve service levels and processes.
• Serves as a subject matter expert and resource for customer service, self-pay, financial assistance, bankruptcy, deceased, and other regulatory matters; provides training, guidance, and support to team members.

Requirements

• High School Diploma or GED.
• 2-5 years of relevant experience preferred.
• No supervisory experience required.

Schedule

Day shift, Monday through Friday, 8:30 AM to 5:00 PM.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available on the first day of the month after hire.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition Assistance available on the first day.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off benefit combining vacation, sick days, holidays, and personal time.
• Adoption assistance.