Customer Service Representative – Escalation & Self-Pay

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Execute daily customer service tasks related to hospital revenue operations for a designated Patient Business Services location.

• Manage inquiries, requests, and associated revenue-cycle functions for self-pay and insurance billing and collections.

• Support patients with billing concerns, including establishing payment plans.

• Address complaints, issues, and general inquiries promptly and effectively.

• Record customer complaints, issues, interactions, actions taken, and outcomes in the appropriate systems.

• Monitor trends in customer service encounters and propose solutions to the supervisor.

• Resolve customer complaints and issues independently or escalate them to the Supervisor of Customer Service as necessary.

• Complete, monitor, analyze, and report on customer service communications and follow-up processes to key stakeholders.

• Carry out additional duties as assigned by the supervisor.

• Report directly to the Supervisor of PFS Customer Service.

⛳️ Requirements

• High school diploma or Associate's degree in Accounting, Business Administration, or a related field, along with successful completion of the Trinity Health Trainee program, achieving the relevant productivity and quality standards, OR a minimum of one (1) year of experience and pertinent knowledge of revenue cycle functions and systems in a hospital or clinic environment, health insurance company, managed care organization, or other healthcare financial service settings.

• Experience in medical claims processing, financial counseling, financial clearance, accounting, or customer service roles, or a comparable combination of education and experience.

• Previous experience in a service or call center environment.

• Strong verbal and written communication skills, along with excellent organizational abilities.

• Proficient interpersonal skills and capability to interpret customer needs and suggest suitable actions.

• Demonstrated accuracy, attention to detail, and effective time management skills.

• Ability to work independently and effectively operate a keyboard and telephone.

• Basic knowledge of Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.

• Preferred completion of regulatory/mandatory certifications and skills validation competencies.

• Capacity to thrive in a collaborative, shared leadership environment.

• Must adhere to applicable laws, regulations, and Trinity Health policies and procedures.

• Ability to maintain focus, meet deadlines, manage multiple projects, adapt to interruptions, and organize shifting priorities.

🏝️ Benefits

• Work Remote Position

• Equal Opportunity Employer

• Compassionate, person-centered care culture