Customer Service Specialist - 155619

Description

The Customer Service Specialist at St. Luke’s is responsible for resolving self-pay accounts. Responsibilities include answering incoming calls, troubleshooting problems, collecting patient balances, and providing information.

Requirements

• High school diploma or equivalent
• 1 year relevant experience
• Accepts inbound and outbound calls within specific response-to-call timeframes
• Maintains strong relationships with patients, guarantors, and business office departments
• Adheres to applicable laws, regulations, and industry standards, including HIPAA guidelines
• Verifies each patient before disclosing information and helps them update account information
• Maintains and improves quality results by adhering to guidelines and call metric and time management standards
• Follows scripts to facilitate consistent and expedient account resolution
• Facilitates and/or responds promptly to patient inquiries regarding billing procedures, policies, and statements
• Utilizes multiple resources to resolve patient inquiries while on the phone
• Documents all patient accounts activities concisely, including future steps needed for resolution
• Escalates more complex issues appropriately under direct supervision
• Prepares written responses to patients and customers regarding account resolution
• Interacts effectively with other administrative departments and hospital service areas to facilitate patient account resolution
• Effectively answers patient questions on how insurance claims were processed using appropriate terminology
• Actively engages in opportunities for continuous learning and development

Qualifications

• High school diploma or equivalent
• 1 year relevant experience