[Hiring] Customer Service Representative-I (Escalations & Self Pay) @Trinity Health

Role Description

This position performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. It 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.

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests, and related functions as part of the revenue cycle process.
• Assists patients in the resolution of billing issues, including setting up payment plans and responding to complaints, problems, and general inquiries in a timely manner.
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken, and results in appropriate systems.
• Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for 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 and ensures timely submission, tracking, trending, and reporting to key stakeholders.
• Performs other duties as needed and 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.

Qualifications

• High school diploma or Associate's degree in Accounting or Business Administration or 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.
• Must have at least one year of healthcare call center customer service experience.
• Experience working with the Epic medical billing system desirable.
• Excellent verbal and written communication skills and organizational abilities.
• Strong interpersonal skills in interacting with internal and external customers.
• Accuracy, attention to detail, and time management skills.
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
• Completion of regulatory/mandatory certifications and skills validation competencies preferred.
• Must possess a personal presence characterized by honesty, integrity, and caring.

Requirements

• Experience in a complex, multi-site environment preferred.
• Previous service/call center experience with the ability to respond to customer inquiries efficiently.
• Ability to work independently and operate keyboard and telephone effectively.
• Must be comfortable operating in a collaborative, shared leadership environment.

Benefits

• Rooted in our Mission and Core Values, we honor the dignity of every person.
• We recognize the unique perspectives, experiences, and talents each colleague brings.
• We are an Equal Opportunity Employer.

Physical and Mental Requirements and Working Conditions

• This position operates in a typical office environment, which is well lit, temperature controlled, and free from hazards.
• Incumbent communicates frequently, in person and over the phone, with people on product support issues.
• Manual dexterity is needed to operate a keyboard; hearing is needed for extensive communication.
• The environment requires the ability to concentrate, meet deadlines, and adapt to interruptions.
• Must be able to set and organize work priorities and adapt to changes frequently.
• Must comply with Trinity Health policies and procedures.