Customer Service Specialist

Job Description

Job Description

Customer Service Specialist

Location: Boise, ID

Onsite Flexibility: Onsite

• Position Type: Contract
• Contract Duration: 7 months
• Pay Rate: $25.00 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The Customer Service Specialist is responsible for resolving self-pay accounts. They answer incoming calls from patients or their representatives, respond to inquiries, handle complaints, troubleshoot problems, collect patient balances, and provide relevant information while maintaining strong working relationships with patients, guarantors, and business office departments.

• Accepts inbound phone calls from patients, physician offices, and insurance carriers to collect self-pay balances and resolve concerns promptly within defined response times.
• Makes outbound phone calls to patients, physician offices, and insurance carriers as needed.
• Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines.
• Verifies each patient's identity before disclosing information and updates account details (phone number, address, email).
• Maintains quality results by adhering to guidelines, call metrics, and time management standards.
• Follows provided scripts to facilitate consistent and expedient account resolution.
• Responds promptly to patient inquiries regarding billing procedures, policies, and statements.
• Utilizes multiple resources to resolve patient inquiries during calls.
• Documents all patient account activities concisely, including future steps needed for resolution.
• Under direct supervision, resolves routine questions and problems and escalates complex issues appropriately.
• Prepares written responses to patients regarding account resolution when necessary.
• Interacts effectively with administrative departments and hospital service areas to facilitate account resolution and explain insurance claim processing in clear, understandable terms.
• Actively engages in continuous learning, training programs, mentorship, and leadership development.
• Performs other duties as assigned.

• Minimum 2 years of experience in a call center, customer service, collections, healthcare customer service, or revenue cycle environment.
• Demonstrated ability to process information quickly, accurately, and efficiently.
• Experience working in a metrics-driven environment focused equally on productivity, quality, and customer experience.
• Ability to thrive in a fast-paced environment without sacrificing accuracy or quality.

• Healthcare Revenue Cycle Operations or Patient Financial Services experience.
• Experience with Epic systems, particularly within Revenue Cycle, Customer Service, or Support functions.
• Medical billing or healthcare collections experience.

• Domain Expertise: Strong background in Revenue Cycle Operations and Patient Financial Services with a high-level understanding of healthcare billing components.
• Problem Solver: Proactive in navigating complex account issues, identifying roadblocks, and finding solutions.
• Communication Skills: Confident, empathetic, and comfortable having direct, professional conversations regarding financial obligations and asking patients for payments.

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

• Interview Process: Possible Behavioral Assessment, 45-Minute Virtual Interview.
• Career Path: Contract-to-hire opportunity with the intent to convert to FTE after approximately 1,240 hours based on performance (conversion not guaranteed). Seeking candidates eager to build a long-term career.
• Disqualifiers Do Not Submit Candidates With:

- Attendance or punctuality concerns. - Frequent job changes without reasonable explanation. - Limited ability to work in a performance-driven environment. - History of quality, productivity, or customer service performance issues. - Unwillingness to commit to a comprehensive onboarding and training program.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-15263

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