Customer Service Specialist - 153381

Description

The Customer Service Specialist at St. Luke’s is responsible for resolving self-pay accounts. This involves answering incoming calls from patients or their representatives, handling complaints, troubleshooting problems, collecting patient balances, and providing any other relevant information.

This role requires answering calls within a specific timeframe and with the intent of collecting self-pay balances owed and resolving any concerns promptly. Outbound calls may also be made as needed.

The Customer Service Specialist must adhere to applicable laws, regulations, and industry standards, including HIPAA guidelines. They are responsible for verifying each patient before disclosing information and helping them update account information.

Quality results are maintained by following guidelines, call metrics, and time management standards. Scripts are used to facilitate consistent and expedient account resolution. The role involves interacting with other administrative departments and hospital service areas to facilitate patient account resolution.

Effective communication is essential, including using appropriate terminology to explain insurance claim processing to patients and customers. The Customer Service Specialist may prepare written responses to patients and customers regarding account resolution and escalate more complex issues as necessary.

Continuous learning and development opportunities are encouraged through training programs, mentorship, and leadership development.

Requirements

• High school diploma or equivalent
• 1 year relevant experience

Qualifications

• Adherence to applicable laws, regulations, and industry standards, including HIPAA guidelines
• Ability to verify patients before disclosing information and assist with updating account information
• Follows scripts to facilitate consistent and expedient account resolution
• Interacts effectively with other administrative departments and hospital service areas to facilitate patient account resolution
• Communicates effectively with patients and customers regarding insurance claim processing
• Escalates more complex issues as necessary
• Participates in continuous learning and development opportunities