[Hiring] Customer Service Specialist II @Ensemble Health Partners

Role Description

The Customer Service Specialist II is responsible for handling incoming calls from patients and addressing their customer service needs. This role focuses on resolving phone inquiries, as well as managing all written and documented communications within the systems. The specialist is dedicated to meeting business needs and must possess comprehensive knowledge of the entire revenue cycle to effectively support patients and ensure their accounts are managed efficiently and in compliance with regulations.

Essential Job Functions:

• Answer inbound phone calls during peak call hours.
• Investigate and resolve patient-related account issues and facilitate communication with other departments as needed.
• Research and respond to account inquiries in a timely manner.
• Respond to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc.
• Demonstrate knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues.
• Review correspondence queues, taking appropriate action and documenting accounts accordingly.
• Provide occasional floor coordination to ensure the team follows correct processes/procedures.
• Contribute to a dynamic work environment by acting as a subject matter expert and providing team assistance as needed.
• Proactively identify opportunities to improve workflows and overall processes to reduce patient effort.
• Assist with the training and onboarding of new customer service staff.

Qualifications

• 1-3 years of experience in the healthcare industry.
• Call Center experience strongly preferred.
• High School Diploma or GED.
• Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored).

Requirements

• Experience in physician and hospital operations.
• Compliance and provider relations.
• Customer Service and Call Center experience preferred.
• Critical Thinking.
• Problem Resolution.

Benefits

• Exciting Career Opportunity.
• Bonus Incentives.
• Paid Certifications.
• Tuition Reimbursement.
• Comprehensive Benefits.
• Career Advancement.
• Competitive hourly wage of $18.15 - $20.00/hr, depending on experience.