Customer Service Associate

Customer Service Associate I

A Customer Service Associate I is responsible for handling inbound and outbound calls to assist patients with billing inquiries, complaints, and requests. The caregiver utilizes overall knowledge of the Revenue Service Organization to provide accurate information, resolve issues, and ensure patient satisfaction.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, and Washington. Colorado for remote caregivers' whose assigned Intermountain facility or service area is not based in Colorado.

Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings.

Essential Functions

• Provides coverage for all patients and others for incoming calls and inquiries.
• Utilizes various computer systems to resolve patient billing questions and document interactions.
• Works with patients over the phone or through other electronic methods to provide resolution to inquiries and complaints in a patient-friendly fashion.
• Negotiates with patients to resolve their financial liability by collecting payments, setting up payment plans or educating them on financial assistance programs.
• Responsible for meeting productivity and quality measures including first contact resolution goals for patient encounters.
• Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.

Skills

• Communication
• Customer Service
• Adaptability
• Organizational skills
• Microsoft Office
• Negotiation
• Problem solving
• Conflict resolution
• Healthcare Billing

Qualifications

Required:

• Demonstrated experience in customer service, collections or a call center environment.
• Demonstrates knowledge of excellent customer service behaviors.
• Demonstrates basic computer skills

Preferred:

• Two (2) Years of experience in customer service, collections or call center environment
• Demonstrates basic knowledge of general medical billing, insurance and billing processes.

Physical Requirements

• Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
• May have the same physical requirements as those of clinical or patient care jobs, when the leader takes clinical shifts.
• For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location:

Peaks Regional Office

Work City:

Broomfield

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$19.29 - $25.61

We care about your well-being mind, body, and spirit which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.