Customer Service Representative-I (Financial Assistance Counselor) - Remote

Employment Type: Full time
Shift: Day Shift (9:30 a.m. to 6:00 p.m. EDT, Monday through Friday)

About the role

Performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team responsible for ensuring excellent customer satisfaction through timely, accurate, and professional follow-up and resolution to customer complaints, problems, issues, and general inquiries. This position reports to the Supervisor PFS Customer Service.

Responsibilities

• Handles various self-pay and insurance billing and collection inquiries, requests, and related functions as part of the revenue cycle process.
• Assists patients in resolving billing issues, including setting up payment plans and responding to complaints, problems, and general inquiries in a timely, responsive, and efficient manner.
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken, and results in appropriate system(s).
• Tracks trends of customer service encounters and recommends resolutions for issues and findings to the supervisor.
• Resolves independently or escalates issues affecting customer complaints to the Supervisor Customer Service.
• Performs communication and follow-up processes related to customer service, ensuring activities are submitted timely, tracked, trended, and reported to key stakeholders.
• Performs other duties as assigned by the supervisor.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program, and Code of Conduct.

Requirements

• High school diploma or Associate's degree in Accounting, Business Administration, or a related field.
• Successful completion of Trinity Health Trainee program and achievement of related program productivity and quality standards, or at least one (1) year of experience in revenue cycle functions within a hospital, clinic, health insurance company, managed care organization, or other healthcare financial service setting.
• Experience in medical claims processing, financial counseling, financial clearance, accounting, or customer service activities.
• Experience in a complex, multi-site environment preferred.
• Previous service/call center experience with the ability to respond to customer inquiries efficiently and effectively.

Skills

• Excellent verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Ability to interpret customer requirements and recommend appropriate actions.
• Accuracy, attention to detail, and time management skills.
• Ability to work independently and operate keyboard and telephone effectively.
• Basic understanding of Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Completion of regulatory/mandatory certifications and skills validation competencies.
• Comfortable operating in a collaborative, shared leadership environment.
• Personal presence characterized by honesty, integrity, and caring, with the ability to inspire and motivate others.

Pay

$19.2123–$28.8184 per hour

Physical and Mental Requirements

• Operates in a typical office environment (well-lit, temperature-controlled, and hazard-free).
• Frequent communication (in person and over the phone) with people in all locations on product support issues.
• Manual dexterity required for keyboard operation.
• Hearing required for extensive telephone and in-person communication.
• Ability to concentrate, meet deadlines, work on several projects simultaneously, and adapt to interruptions.
• Must be able to set and organize own work priorities and adapt to changing priorities.
• Ability to work concurrently on a variety of tasks/projects in a potentially stressful environment with diverse personalities and work styles.
• Must comply with Trinity Health policies and procedures.