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    Customer Associate III - Scarborough, United States - MaineHealth

    MaineHealth
    MaineHealth Scarborough, United States

    Found in: Lensa US 4 C2 - 2 days ago

    Default job background
    Description
    Schedule - Shift - Hours

    Full Time - Day Shift
    Job Category

    Clerical/Administrative Support
    MaineHealth

    is actively recruiting for a Customer Service Associate III role. This is a Monday through Friday role which is 100% remote.
    Position Summary
    This is the third level of a four-level career path in the SBO Customer Service Team.

    The SBO Customer Service Associate's interactions are a direct reflection on the MaineHealth brand and must convey a friendly, caring and professional attitude with all customers.

    The SBO Customer Service Associate Level 3 will possess a solid understanding of common medical billing practices and the revenue cycle process.

    The incumbent in this position will work autonomously as well as seeking guidance from senior members on the team. Strong functional knowledge of Customer Service etiquette and call center metrics will be demonstrated by the incumbent.

    This role is responsible for answering incoming phone calls from patients, guarantors, and others such as insurance companies, attorney offices, or other healthcare providers, processing payments using online module or payment device, ensuring payments are correctly applied to accounts, and assisting with researching and responding to patient correspondence and voicemails.

    The incumbent will utilize digital tools and resources provided to research accounts, identify billing issues, and use established workflows to notify the Revenue Cycle Team responsible for that area of expertise of need for full review and resolution.

    An SBO Customer Service Associate Level 3 supports the overall success of the team by demonstrating flexibility, collaboration and cooperation with SBO leadership and team members.

    An SBO Customer Service Associate Level 3 will also continue learning more intermediate selfpay functions such as more in-depth work queue management and special projects.

    The incumbent will continually work toward increasing EPIC knowledge, revenue- cycle best practices, and industry standards in an effort to continue along career path.

    Required Minimum Knowledge, Skills, and Abilities (KSAs)
    Education

    :

    High School graduate or GED/HiSET preferred.
    License/Certifications

    :

    Must achieve proficiency in EPIC Single Billing Office within one (1) year of hire date.
    Experience

    :

    2+ years in a related healthcare field
    2+ years previous healthcare call center experience
    Able to work in a high volume, fast paced work environment.
    Perform and prioritize multiple tasks simultaneously.
    Comfortable with initiating and having conversations with callers on payment and collection issues.
    Familiarity with and effective usage of Emotional Intelligence tools

    Typing/keyboarding skills, software applications Microsoft Word, Excel, Outlook, and internet resources
    Able to maintain professional and kind manner even under stressful situations.
    Utilize phone and computer software proficiently and competently.
    Interacts positively and effectively with others to promote a team environment.

    Experience with problem solving and critical thinking to achieve appropriate solutions autonomously as well as an active participant of the team.

    Proven proficiency in meeting established productivity and quality standards

    Proven ability to recognize and resolve conflicts with our customers efficiently including taking escalated calls and/or handling difficult issues when necessary.

    Ability to work between multiple SBO roles including Customer Service, Assembly, and Selfpay
    Able to provide support for new team members.
    Specialized Knowledge:

    Working knowledge of medical billing terminology, CPT, HCPCS, ICD 10
    Hospital, Provider Based, Critical Access or Rural Health billing comprehension required.
    Demonstrated HIPAA comprehension, competence, and compliance visible in conversations, documentation of accounts and recorded calls.
    Robust analytical skills necessary for identification and resolution of account issues
    Solid customer service skills and etiquette including written communication standards.
    Effective time management methods for handling multiple priorities simultaneously

    Hybrid/Remote
    Additional Information

    MaineHealth is a health system whose members and affiliates include hospitals, physician practices, long-term care facilities, home care agencies, and support services.

    Learn more about this system at

    Summary
    MaineHealth

    is actively recruiting for a Customer Service Associate III role. This is a Monday through Friday role which is 100% remote.
    Position Summary
    This is the third level of a four-level career path in the SBO Customer Service Team.

    The SBO Customer Service Associate's interactions are a direct reflection on the MaineHealth brand and must convey a friendly, caring and professional attitude with all customers.

    The SBO Customer Service Associate Level 3 will possess a solid understanding of common medical billing practices and the revenue cycle process.

    The incumbent in this position will work autonomously as well as seeking guidance from senior members on the team. Strong functional knowledge of Customer Service etiquette and call center metrics will be demonstrated by the incumbent.

    This role is responsible for answering incoming phone calls from patients, guarantors, and others such as insurance companies, attorney offices, or other healthcare providers, processing payments using online module or payment device, ensuring payments are correctly applied to accounts, and assisting with researching and responding to patient correspondence and voicemails.

    The incumbent will utilize digital tools and resources provided to research accounts, identify billing issues, and use established workflows to notify the Revenue Cycle Team responsible for that area of expertise of need for full review and resolution.

    An SBO Customer Service Associate Level 3 supports the overall success of the team by demonstrating flexibility, collaboration and cooperation with SBO leadership and team members.

    An SBO Customer Service Associate Level 3 will also continue learning more intermediate selfpay functions such as more in-depth work queue management and special projects.

    The incumbent will continually work toward increasing EPIC knowledge, revenue- cycle best practices, and industry standards in an effort to continue along career path.

    Required Minimum Knowledge, Skills, and Abilities (KSAs)
    Education

    :

    High School graduate or GED/HiSET preferred.
    License/Certifications

    :

    Must achieve proficiency in EPIC Single Billing Office within one (1) year of hire date.
    Experience

    :

    2+ years in a related healthcare field
    2+ years previous healthcare call center experience
    Able to work in a high volume, fast paced work environment.
    Perform and prioritize multiple tasks simultaneously.
    Comfortable with initiating and having conversations with callers on payment and collection issues.
    Familiarity with and effective usage of Emotional Intelligence tools

    Proficiencies:

    Typing/keyboarding skills, software applications Microsoft Word, Excel, Outlook, and internet resources
    Able to maintain professional and kind manner even under stressful situations.
    Utilize phone and computer software proficiently and competently.
    Interacts positively and effectively with others to promote a team environment.

    Experience with problem solving and critical thinking to achieve appropriate solutions autonomously as well as an active participant of the team.

    Proven proficiency in meeting established productivity and quality standards

    Proven ability to recognize and resolve conflicts with our customers efficiently including taking escalated calls and/or handling difficult issues when necessary.

    Ability to work between multiple SBO roles including Customer Service, Assembly, and Selfpay
    Able to provide support for new team members.

    Specialized Knowledge:

    Working knowledge of medical billing terminology, CPT, HCPCS, ICD 10
    Hospital, Provider Based, Critical Access or Rural Health billing comprehension required.
    Demonstrated HIPAA comprehension, competence, and compliance visible in conversations, documentation of accounts and recorded calls.
    Robust analytical skills necessary for identification and resolution of account issues
    Solid customer service skills and etiquette including written communication standards.
    Effective time management methods for handling multiple priorities simultaneously

    Hybrid/Remote
    Additional Information

    MaineHealth is a health system whose members and affiliates include hospitals, physician practices, long-term care facilities, home care agencies, and support services.

    Learn more about this system at

    MaineHealth policy requires all care team members to be vaccinated, including for Covid-19 and influenza, subject to eligibility for medical or religious exemptions which can only be granted in compliance with applicable law.

    MaineHealth values diversity and is an Equal Opportunity/Affirmative Action employer.

    Federal and state laws prohibit discrimination in employment because of race, color, national origin, religion, age, sex, sexual orientation, disability or veteran status.

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