Customer Service Representative-I (Escalations & Self-Pay) - PFS (Remote)

Job Title

Work Remote Position

(Pay Range: $ 19.2123-$28.8184)

Position Purpose

Performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries. This position reports to the Supervisor PFS Customer Service.

Essential Functions

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location.
• Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner.
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
• Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
• Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders.
• Performs other duties as needed and assigned by the supervisor.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Minimum Qualifications

• High school diploma or Associate's degree in Accounting or Business Administration or related field and successful completion of Trinity Health Trainee program as well as achievement of related program productivity and quality standards or at least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience. Experience in a complex, multi-site environment preferred.
• Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner.
• Excellent verbal and written communication skills and organizational abilities.
• Strong interpersonal skills in interacting with internal and external customers, which includes the ability to interpret customer requirements and recommending appropriate actions to satisfy customer needs.
• Accuracy, attention to detail and time management skills.
• Ability to work independently and operate keyboard and telephone effectively.
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
• Completion of regulatory/mandatory certifications and skills validation competencies preferred
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Physical and Mental Requirements and Working Conditions

This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.

Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communication.

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.

Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must possess the ability to comply with Trinity Health policies and procedures.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.