Customer Service Specialist (Remote)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Responsible for responding to patient inquiries and identifying and resolving patient account problems with an overriding goal of providing a positive customer experience with every encounter.

The Customer Service Specialist uses professional and persuasive communication skills in striving to keep the goodwill of the patients, while ensuring timely collection of third party and private pay receivables. Typically reports to the Manager Patient Business Services.

Job Description

Desired Skill Sets:

• Seeking individuals with call center experience

• Must have experience working in a high volume call center environment

• Healthcare experience a plus

• Epic experience highly preferred

Minimum Qualifications

Education: Associate’s degree preferred

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Four (4) years of progressive customer service experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic or healthcare call center
• Knowledge of healthcare revenue cycle operations
• Effective listening, reading comprehension and critical thinking skills
• Ability to multi-task in a fast-paced high-volume call center
• Must have excellent verbal and written communication skills
• Superior interpersonal skills to communicate with internal and external customers and fellow staff members 
• Good typing speed and computer navigation skills
• Bilingual preferred

Principal Accountabilities

• Efficiently and courteously respond to high-volume calls and e-mails from patients regarding account inquiries.
• Provide a high level of accuracy in analyzing patient accounts for errors, adjustments, and credits.
• Interpret appropriate actions that will help resolve account issues for patient.
• Documents communications accurately and completely.
• Establish appropriate financial arrangements to collect outstanding revenues from patient.
• Analyze accounts for adjustments and generate re-bills; if necessary.
• Ensure complex billing process complies with regulatory mandates/guidelines.
• Prioritize and work assigned accounts via e-mail and phone to obtain prompt payment from patients.
• Escalate problem accounts; identify and prevent risk and receivable related loss to management.
• Provide a high degree of confidentiality/discretion and independent judgment.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promote individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
   
• Other duties as assigned.