Position Summary:
Join our team as a Customer Service Representative within the hospital revenue operations at our Patient Business Services (PBS) location. In this role, you will be responsible for delivering excellent customer service by providing timely, accurate, and professional follow-up to patient billing inquiries, complaints, and other related issues. This position plays a crucial role in ensuring customer satisfaction and aligns with Trinity Health's Mission, Vision, and Values.
Essential Functions:
Customer Service: Handle self-pay and insurance billing inquiries, assisting patients in resolving billing issues, including setting up payment plans and addressing complaints promptly and efficiently.Documentation & Reporting: Maintain detailed records of customer interactions, issues, actions taken, and outcomes in the appropriate systems. Track trends in customer service encounters and provide recommendations to the supervisor.Issue Resolution: Resolve customer complaints independently or escalate issues to the Supervisor Customer Service as needed.Communication & Follow-up: Ensure timely communication and follow-up with customers, reporting activities to key stakeholders as required.Compliance: Stay informed of and adhere to all applicable Federal, State, and local laws and regulations, as well as Trinity Health's Integrity and Compliance Program, Code of Conduct, and other policies.Additional Duties: Perform other duties as assigned by the supervisor to support the team and department.Minimum Qualifications:
Education: High school diploma or Associate's degree in Accounting, Business Administration, or a related field.Experience: At least one (1) year of relevant experience in hospital or clinic revenue cycle functions, health insurance, managed care, or other healthcare financial services. Experience in a complex, multi-site environment is preferred.Skills:Service/call center experience with a proven ability to handle customer inquiries efficiently.Excellent verbal and written communication skills.Strong organizational abilities and attention to detail.Interpersonal skills to interact effectively with internal and external customers.Ability to work independently and manage time effectively.Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.Certifications: Regulatory/mandatory certifications and skills validation competencies preferred.Personal Attributes: Must be honest, ethical, and capable of motivating others to promote Trinity Health's philosophy, mission, vision, goals, and values.Physical & Mental Requirements:
Environment: Typical office environment, well-lit, temperature-controlled, and free from hazards.Communication: Frequent interaction with people in all locations on product support issues.Manual Dexterity & Hearing: Ability to operate a keyboard and engage in extensive telephone and in-person communication.Work Conditions: Ability to concentrate, meet deadlines, and manage multiple projects simultaneously in a potentially stressful environment with diverse personalities and work styles.Adaptability: Must be able to prioritize work and adapt to changing prioritiesPay Range: $18.46 - $27.60 per hour
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.