Customer Service Representative

North Bend Medical Center

Job Posting

Job Title: Customer Service Representative T1

Department: Billing

Reports To: Department Manager

North Bend Medical Center is currently hiring a Customer Service Representative. Located in Coos Bay Oregon along the beautiful Southern Oregon coast. North Bend Medical Center hosts over 100+ providers in a variety of specialties and 400+ employees.

North Bend Medical Center is dedicated to providing opportunities for careers and making a difference in people's lives with a strong desire to help others. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, and LGBTQIA+ community members. The strength of our agency lies in the diversity of our workforce and the perspectives our employees bring to their work at NBMC.

We are committed to offering:

• Competitive wages
• Excellent medical, dental and vision insurance options
• Generous paid time off
• 401k + company contributions
• Team-oriented atmosphere that values each of our employees as individuals and their work-life balance.

Full Job Description

Job Focus:

The Customer Service Representative is responsible for answering patient inbound / outbound calls to positively resolve patient inquiries, to include, but is not limited to insurance balances, patient payments, updating insurance information, updating patient demographics and, when necessary, triaging higher level resolution inquiries with PFS team members. Demonstrates compassion and promotes an overall culture of service excellence in a timely manner so patients can continue to receive the care they need with the least delay. This person is under the supervision of the Patient Financial Services Manager.


Expectations For Success:

• Answers phone in a timely manner and in accordance with facility policy
• Assist patients with insurance and benefits questions
• Contacts insurance company on behalf of the patient, as needed
• Answer patient inquiries related to account status, activity, and outstanding charges
• Escalates patient financial arrangements to the Patient Financial Services Rep
• Triaging calls, connecting, and transferring calls
• Provides a pleasant and helpful phone contact for callers
• Courteously and efficiently answers all incoming calls

Physical Environment:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at one time

Skills Needed to Be Successful:

• Maintains compliance with regulations and laws applicable to job
• Professional level of communication with video, phone, and email
• Ability to effectively prioritize the work to meet deadlines and expectations
• Meets the quality and productivity measures as outlined by NBMC
• Brings positive energy to work
• Uses critical thinking skills
• Being present and focused on assigned tasks and eliminates distractions
• Being a self-starter
• Ability to work independently and within a team atmosphere

Core Talent Essentials:

• High School diploma or equivalent
• 6 months previous experience in a healthcare setting preferred
• Knowledge of insurance process and terminology preferred
• Honors and sets high expectations for patient confidentiality and customer service in accordance with NBMC's policies and procedures and HIPAA requirements
• Advanced level of industry standard electronic medical record content
• Must have professional level skills in MS products such as Excel, Word, Power Point.
• Proficient application of business/office standard processes and technical applications