JOB SUMMARY

　　The Customer Service Specialist CBS (Centralized Business Services) 1 performs as a business analyst, understanding and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or a guarantor.

　　ESSENTIAL FUNCTIONS OF THE ROLE

　　Manages large amounts of incoming inquires.

　　Builds sustainable relationships and trust with patients through open and interactive communication.

　　Provides accurate, valid, and complete information by analyzing all available data found in a patient accounting system and ensures all communications are covered, explained, and documented.

　　Meets customer service team call handling goals and productivity standards.

　　De-escalates situations involving dissatisfied patients, offering patient assistance and support.

　　Guides callers through troubleshooting, navigating the company site, or using the products/services.

　　Keeps records of patient interactions, processes patient accounts and files documents. Has confidential conversations to discuss sensitive information such as PHI (Patient Health Information) and payment details.

　　Follows communication procedures, guidelines, and policies.

　　Collaborates with peers to improve customer service.

　　KEY SUCCESS FACTORS

　　Must be able to multi-task, prioritize, and manage time effectively.

　　Customer orientation and ability to adapt/respond to different types of characters.

　　Excellent communication and presentation skills.

　　Computer skills (Outlook, Word, Excel).

　　Basic understanding or ability to quickly learn the industry specific/fundamentals of medical billing and insurance industry concepts: EOB, UB, 1500.

　　BENEFITS

　　Our competitive benefits package includes the following

　　Immediate eligibility for health and welfare benefits

　　401(k) savings plan with dollar-for-dollar match up to 5%

　　Tuition Reimbursement

　　PTO accrual beginning Day 1

　　Note: Benefits may vary based upon position type and/or level

　　QUALIFICATIONS

　　EDUCATION - H.S. Diploma/GED Equivalent

　　EXPERIENCE - 2 Years of Experience

　　As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.