Customer Service Representative, Escalations, Self Pay

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

📋 Description

• Execute daily customer service functions within the hospital's revenue operations.

• Address inquiries related to self-pay and insurance billing and collections throughout the revenue cycle.

• Support patients with billing concerns, encompassing payment plans, complaints, issues, and general questions.

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

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

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

• Conduct communication and follow-up processes, ensuring activities are submitted, tracked, trended, and reported to stakeholders.

• Carry out additional duties assigned by the supervisor.

• Stay informed about relevant laws, regulations, and compliance policies of Trinity Health.

⛳️ Requirements

• High school diploma or an Associate's degree in Accounting, Business Administration, or a related field, along with a minimum of one (1) year of relevant experience and knowledge of revenue cycle functions and systems in a healthcare financial service environment, or a comparable combination of education and experience.

• Familiarity with medical claims processing, financial counseling, financial clearance, accounting, or customer service operations.

• Prior experience in a service or call center setting.

• Exceptional verbal and written communication skills coupled with strong organizational capabilities.

• Excellent interpersonal skills with the ability to interpret customer needs and suggest appropriate actions.

• High level of accuracy, attention to detail, and effective time management skills.

• Capability to work independently and proficiently operate a keyboard and telephone.

• Basic proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.

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

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

• Commitment to adhering to Trinity Health's policies and procedures.

🏝️ Benefits

• Comprehensive health insurance options.

• Retirement savings plans with employer contributions.

• Paid time off and holiday pay.

• Opportunities for professional development and continuing education.

• Employee assistance programs and wellness initiatives.