Surgery Scheduler - Urology

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 role involves utilizing overall knowledge of the Revenue Service Center to provide accurate information, resolve issues, and ensure patient satisfaction. Key skills include excellent communication, problem-solving, and the ability to remain calm under pressure.

Essential Functions

• Answer incoming calls and respond to patient inquiries.
• Utilizes various computer systems to resolve patient billing questions and document interactions.
• Works with patients over the phone or 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

• Regular attendance during scheduled business hours
• Effective interpersonal and communication skills, including written, verbal and email etiquette
• Outgoing personality
• Adaptability
• Organizational skills
• Computer literacy
• Multi-tasking and negotiation
• Problem solving

Qualifications

• Required: High School Diploma or GED
• Required: One (1) Year of experience in customer service, collections, or call center environment
• Preferred: Two (2) Years of experience in customer service, collections or call center environment
• Preferred: Knowledge of general medical billing, insurance and compliance regulations and billing processes

Physical Requirements

• Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies and able to assess customer needs.
• Ongoing interactions with customers that require employee to communicate as well as understand spoken information and address issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate equipment with precision and accuracy. This includes computer, phone and internet set up and use.

Location

Billings Downtown Clinic

Work City

Billings

Work State

Montana

Scheduled Weekly Hours

40

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

$18.93 - $27.45

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.