- Position Summary
- This is the third level of a five 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 self-pay 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 to continue along career path.
- Required Minimum Knowledge, Skills, and Abilities (KSAs)
- Education: High School graduate or GED/HiSET preferred.
- License/Certifications: N/A
- Experience:
- 2+ years in a related healthcare field or
- 2+ years previous 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.
- 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
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