Customer Service Specialist
Department: 7540-BUSINESS OFFICE
Location: Doctors Hospital at Renaissance
Type of Position: Full-Time
Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of account information in a timely manner, and coordinates the handling of difficult and/or unusual situations with appropriate areas. Initiates and/or implements corrective action as needed. Provides personal customer service with all walk-in patients on their accounts.
•Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices.
•Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•Deals directly with customers either by telephone, electronically or face to face
•Receives incoming calls from vendors and other miscellaneous calls, make notes on Paragon if applicable.
•Transfer calls to the Self Pay Collector for assistance with prompt pay, charity screenings, and payment arrangements.
•Responds promptly to customer inquiries
•Handles and/or resolves customer complaints by obtaining and evaluating all relevant information to handle inquiries.
•Perform customer verifications for insurance and demographic information.
•Process patient payments including checks, credit card, cash, patient statements, as needed.
•Promptly replies to requests for I-Bills and other patient/vendor requests as needed.
•Communicates patient requests of the unresolved issue to the designated resource or internal department.
•Manage customers' accounts by noting details, inquiries, comments and complaints in the note section of the Paragon Patient Management system.
•Keep records of customer interactions and transactions through phone and walk-in logs.
•Create daily deposit, balance petty cash twice daily, and balance all staff’s daily batches, using assigned mneumonic.
•Works assigned ATB accounts or special projects as assigned by management.
•Process and balance RMF credit card payments for the Medical Foundation, QMAC, PHO and real estate transactions, and scan to Accounting.
•Processes returned mail, including batch noting accounts, calling guarantor for new address, and updating demographic information in the computer for all internally held accounts.
•Sends outsource vendors returned mail information daily.
•Other duties as assigned.
•High School/GED is required.
•Computer skills required with knowledge of Microsoft Office suite, Excel experience preferred.
•Excellent written and verbal communication skills are required.
•Excellent Customer service skills and phone etiquette are required
•Ability to read, write, speak English is required.
•Some evening or weekend work may be required
•Bilingual – English/Spanish.
•Two years of Hospital/medical office related customer service experience is required.
•Understands insurance benefits, reimbursement and medical terminology
•Communicates clearly and concisely and is able to work effectively with patients, other employees, external parties, and all levels of management.