Customer Service Specialist CBS

About Us

At Baylor Scott & White Health, we promote the well-being of all individuals, families, and communities. As the largest not-for-profit healthcare system in Texas, we empower you to live well. Our core values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. Offerings may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

About the Role

The Customer Service Specialist (Centralized Business Services) performs as a business analyst, analyzing and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with patients or guarantors. The specialist acts as a subject matter expert, interfacing with insurance companies, facility personnel, and patients to resolve complex inquiries across different service areas.

Responsibilities

• Manages large and complex volumes of incoming inquiries, liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve customer accounts.
• Builds sustainable relationships and trust with patients through open and interactive communication.
• Provides accurate, valid, and complete information by analyzing data from multiple patient account systems; ensures all communications are documented.
• Meets call handling goals and productivity standards for the customer service team.
• De-escalates situations involving dissatisfied patients, offering assistance and support.
• Guides callers through troubleshooting, navigating company systems, or using products/services.
• Keeps records of patient interactions, processes accounts, and files documents.
• Follows communication procedures, guidelines, and policies.
• Collaborates with peers to improve customer service.

Requirements

• Knowledge of specialty billing, including provider-based and hybrid billing.
• Working knowledge of SBO and non-SBO environments in Epic.

Qualifications

• High School Diploma or GED equivalent
• 3 years of relevant experience

Belonging Statement

We believe that all people should feel welcomed, valued, and supported.