Customer Service Specialist
O.N.E Purpose
Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
The Opportunity
The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs.
Essential Job Functions
- Answering patient questions regarding statements
- Posting guarantor payments
- Setting up payment plans within our policies
- Researching and resolving issues with accounts that have been identified by patients
- Reaching out to appropriate departments to resolve any requests made by patients
- Connecting patients with financial counseling department for charity screening
- Communicating patient balances
- Meting collection goals as set by department, and providing excellent customer service for all of our patients
- Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues
- Performs other duties as assigned
Employment Qualifications
- Customer Service and Call Center experience preferred
- 1-2 years’ experience in healthcare industry preferred
- Minimum Education: High School Diploma or GED
- Certifications: CRCR within 9 months of hire
- Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences
Other Knowledge, Skills and Abilities
- Experience in physician and hospital operations
- Compliance and provider relations
- Critical Thinking
- Problem Resolution
- Ability to work in a remote work environment, including access to a secure home office and reliable high-speed internet service with minimum speeds of 50 MBPS
Benefits
Join An Award-winning Company
Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution
2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle
2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment
2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance
2020, 2022-2023 Energage Top Workplaces USA
2022-2024 Fortune Media Best Workplaces in Healthcare
2024 Monster Top Workplace for Remote Work
2024 Great Place to Work certified
2023-2024 Innovation
Work-Life Flexibility
Leadership
Purpose + Values
Employment Disclaimers
Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.