Customer Service Representative – Financial Assistance Counselor

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

📋 Description

• Execute daily customer service operations within the hospital revenue management for a designated Patient Business Services location.

• Address inquiries, requests, and related revenue cycle functions concerning self-pay and insurance billing and collections.

• Support patients with billing-related issues, including establishing payment plans.

• Address complaints, challenges, 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 or escalate customer complaints and issues independently to the Supervisor of Customer Service.

• Conduct customer service communications and follow-up processes.

• Submit, track, analyze, and report customer service activities to key stakeholders.

• Carry out additional responsibilities assigned by the supervisor.

• Stay informed about relevant laws, regulations, Trinity Health compliance requirements, Code of Conduct, policies, and procedures.

⛳️ 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 and attainment of associated productivity and quality standards, OR a minimum of one year of experience with relevant revenue cycle knowledge, OR an equivalent combination of education and experience.

• Prior experience in a service or call center environment.

• Proven ability to respond to customer inquiries and expectations both efficiently and effectively.

• Exceptional verbal and written communication skills.

• Strong organizational skills.

• Excellent interpersonal abilities.

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

• Capability to work independently and utilize a keyboard and telephone effectively.

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

• Completion of regulatory/mandatory certifications and skills validation competencies is preferred.

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

• Adherence to Trinity Health policies and procedures is essential.

• Capacity to focus, meet deadlines, manage multiple projects, adapt to interruptions, and prioritize changing work tasks.

• A minimum of one year of relevant experience can substitute for the stated educational requirements.

🏝️ Benefits

• Remote work position.

• Day shift, Monday through Friday, 9:30 a.m. to 6:00 p.m. EDT.

• Equal Opportunity Employer.