Customer Service Representative 1 (Hybrid)

About the role

This position represents the front door of the organization for patients seeking guidance to help them along their patient financial journey. This position will act as a liaison, primarily a patient advocate, between Renown, patient payer sources, self-pay discounts, and financial assistance programs, as well as patient financing options. The Customer Service Representative 1 (CSR1) assists Renown Health patients by processing their requests, complaints, concerns, and by providing education in utilizing the resources and services of the organization resulting in “first contact resolution”. The successful CSR1 will use their collection experience and expertise in order to go above and beyond to provide an excellent experience in a professional, expedient, and proficient manner. The candidate will re-engage patients with techniques in attempting to resolve any outstanding self-pay balances. This position identifies potential or existing service-related operational issues for the purpose of increasing customer retention and satisfaction. This position serves as the voice of the customer and will engage with peers, office staff, and leaders to resolve or escalate questions and concerns. This is a personally fulfilling role as it provides the opportunity to make a genuine difference in each life that is touched.

Responsibilities

• Collect maximum, targeted dollars on assigned accounts to ensure the highest recoverability of self-pay accounts
• Maintain high standards of courtesy, performance, diplomacy, and respect for patients and their confidentiality
• Work in a fast-paced environment using multiple communication modes: telephone, chat, messaging, in person, and email
• Master systems and technology associated with the role; work efficiently while multitasking
• Deal with patients/guarantors regarding their obligations in a diplomatic and professional manner
• Determine ability to pay vs. willingness to pay and route accounts appropriately
• Use excellent interpersonal skills to understand customer inquiries or complaints and manage difficult conversations
• Maintain service levels while handling complex situations and high volumes
• Act as the voice of the customer, advocating on their behalf to ensure best-in-class service by proactively identifying and escalating priority issues, de-escalating when appropriate, and going above and beyond to meet customer needs
• Acquire service and product knowledge quickly to answer customers' questions accurately
• Provide concise and accurate documentation in systems of record using correct grammar and complete sentences
• Aim to resolve customer inquiries and requests on first contact; be flexible to meet customer needs
• Provide excellent service utilizing basic knowledge of all services supported by Renown Health
• Manage multiple priorities and consistently meet call and collection activity goals
• Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work for one-contact resolution
• Answer and route high volume of inbound/outbound interactions through multiple channels and computer software systems
• Communicate with customers to resolve inquiries using various platforms
• Effectively coordinate all patient self-pay balance inquiries, including telephone, mail, email, MyChart billing messages, in person, statement vendor feedback, and questions from patients/guarantors with a high level of professionalism
• Effectively negotiate payments/payment plans for patients as part of short-term and long-term payment plan options
• Work effectively with professionals across the health system including clinical leadership, revenue cycle subject matter experts, insurance companies, and other third parties
• Identify accounts eligible to transfer to outside bad debt collection agencies, requiring extensive knowledge of all state regulations and guidelines pertaining to bad debt collection and allocation
• Organize and collect patient financial information with little to no errors
• Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes
• Handle inquiries related to compliance and regulatory auditing
• Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations
• This position does not provide patient care

Requirements

• Education: Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively. High school diploma required. A college degree or equivalent experience preferred.
• Experience: Strong customer service skills required. Minimum 1 year experience in a position involving customer service, hospital/medical billing, healthcare, or health insurance; 2+ years preferred. Ability to speak Spanish desired. Call center experience preferred.
• Licenses: None required.
• Certifications: None required.
• Computer/Typing: Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel, Teams, Word) and ability to use computer for online learning, forms, policies, benefits enrollment, etc. Experience with electronic medical record systems a plus.

Schedule

The Self Pay Call Center remote shifts occur on a set schedule. CSR1 team members are expected to be available for the entirety of their shift and work in a quiet private place that upholds HIPAA standards. The CSR1 must be willing to work at the times needed to provide service to meet customer needs. In the event of technical issues or power outages, staff will be required to commute to work on site. Some positions may include evening and holiday hours. This position requires onsite staff to support walk-in patients/guarantors and other office duties.