- Associate's degree required
- In lieu of an Associate's degree two (2) years of extensive customer service knowledge in a lead or senior role, in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic or healthcare call center
- Six (6) years of progressive and strong customer service experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic or healthcare call center
- Excellent knowledge of healthcare revenue cycle operations
- Effective listening, reading comprehension and critical thinking skills
- Ability to multi-task in a fast-paced high-volume call center
- Must have excellent verbal and written communication skills
- Superior interpersonal skills to communicate with internal and external customers and fellow staff members
- Good typing speed and computer navigation skills
- Bilingual preferred
- Provides expertise and exceptional customer service support by responding to high-volume calls and e-mails from patients regarding account inquiries in a courteous and professional manner.
- Ability to identify and assess customer's needs quickly, efficiently and with great accuracy.
- Researches and resolves moderately to the more complex customer inquiries with a high level of accuracy in analyzing patient accounts for errors, adjustments, and credits. Be able to escalate problem accounts to management as appropriate.
- Identify and independently provide the appropriate action that will help resolve account issues for patient.
- Documents communications accurately and completely.
- Establish appropriate financial arrangements to collect outstanding revenues from patient.
- Analyze accounts for adjustments and generate re-bills; if necessary.
- Ensure complex billing process complies with regulatory mandates/guidelines.
- Prioritize and work assigned accounts via e-mail and phone to obtain prompt payment from patients.
- Demonstrates competency in identifying and prevent risk and receivable related loss to management.
- Provide a high degree of confidentiality/discretion and independent judgment.
- Identifies process improvement opportunities and provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer service needs.
- Serves as a mentor and resource by sharing knowledge and experience with other Customer Service Specialist.
- Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
- Promote individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
- Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
- Other duties as assigned.
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Customer Service Specialist III - Texas, United States - Memorial Hermann Health System
Description
Description
Minimum Qualifications
Education:
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Principal Accountabilities
