Customer Service Representative (FT- 1.0 FTE, Day Shift, On-Site)

About the role

The Customer Service Representative is responsible for providing effective customer service to patients, internal departments, other medical facilities and resolving customer complaints/concerns. This position requires excellent telephone communication skills, and a high level of skill in entering data into the computer while talking with patients.

Responsibilities

• Answer phones to respond to all inquiries made by patients, internal departments and other medical facilities.
• Learn to manage between 65-80 inbound and outbound calls per day.
• Make outbound calls to contact patients about their balances, offer financial assistance options, payment arrangements or validating insurance coverages.
• Screen and route patient calls to other departments efficiently.
• Respond to patient questions and needs by utilizing Epic efficiently.
• Maintain great working relationships and effective communication within the department and with other departments for the benefit of the patient.
• Other related duties and responsibilities as assigned.

Requirements

• Six (6) months of experience serving a large number of customers in a fast-paced environment
• Six (6) months of experience using a computer and typing with proficiency and accuracy

Preferred

• A High School Diploma or Equivalent
• Prior work experience with medical and billing terminology
• Prior work experience in healthcare

Qualifications

• High School Diploma or Equivalent
• Prior work experience with medical and billing terminology
• Prior work experience in healthcare

Skills

• Sound judgment
• Patience
• Professional demeanor
• Tact
• Discretion
• Sensitivity
• Maintain confidentiality
• Current and new computer applications and office equipment
• Interpersonal, verbal, and written communication skills
• Analyze, organize, and prioritize work while meeting multiple deadlines
• Demonstrate Bozeman Health SPIRIT values of: Service, People, Integrity, Respect, Improvement, and Teamwork

Benefits

N/A

Pay

N/A

Schedule

• Regular and sustained attendance required
• May necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts
• On-call work may be required to respond promptly to organizational, patient, or employee needs

Physical Requirements

• Lifting (Rarely – 30 pounds)
• Sit (Continuously)
• Stand (Occasionally)
• Walk (Occasionally)
• Climb (Rarely)
• Twist/Bend/Stoop/Kneel (Occasionally)
• Reach Above Shoulder Level (Occasionally)
• Push/Pull (Occasionally)
• Fine-Finger Movements (Continuously)
• Vision (Continuously)
• Cognitive Skills (Continuously)
• Exposures (Rarely)

Knowledge

N/A