About the job
About The Company
Trinity Health is a leading healthcare organization committed to providing high-quality, compassionate care to diverse communities across multiple states. With a mission rooted in delivering person-centered healthcare, Trinity Health emphasizes integrity, excellence, and innovation in all aspects of its operations. Our organization values diversity, inclusion, and community engagement, striving to create an environment where employees can thrive professionally and personally. As part of our ongoing commitment to health equity and community well-being, Trinity Health continually seeks talented and dedicated individuals to join our team and contribute to our mission of improving health outcomes for all.
About The Role
The Customer Service Representative within the Patient Business Services (PBS) department plays a vital role in ensuring exceptional customer satisfaction through effective management of billing, collections, and inquiry resolution activities. This remote, full-time position reports to the Supervisor of PFS Customer Service and involves handling day-to-day customer interactions related to self-pay and insurance billing inquiries, resolving billing issues, and providing detailed documentation of customer interactions. The role requires a professional approach, excellent communication skills, and the ability to work independently in a collaborative environment. The position offers a pay range of $18.8367 to $28.2551 per hour, operating during day shifts, and is designed to support Trinity Health’s mission by delivering respectful, timely, and accurate customer service to patients and payers.
Qualifications
- High school diploma or equivalent; Associate's degree in Accounting, Business Administration, or related field preferred.
- Successful completion of Trinity Health Trainee Program or at least one year of relevant experience in revenue cycle functions.
- Experience working within a hospital, clinic, health insurance company, or managed care organization.
- Proficiency with Epic medical billing system.
- Previous service or call center experience with strong customer inquiry response skills.
- Financial counseling experience preferred.
- Excellent verbal and written communication skills.
- Strong organizational and interpersonal skills.
- Attention to detail, accuracy, and effective time management.
- Basic proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel).
- Ability to operate a keyboard and telephone effectively.
- Completion of regulatory and mandatory certifications is preferred.
- Comfortable working in a collaborative, shared leadership environment.
- Personal qualities of honesty, integrity, and a caring attitude aligned with Trinity Health’s core values.
Responsibilities
- Handle customer service activities related to billing, collections, and inquiries for self-pay and insurance accounts.
- Assist patients in resolving billing issues, including setting up payment plans and responding to complaints and inquiries efficiently.
- Document interactions, complaints, actions taken, and outcomes accurately within the designated systems.
- Track trends in customer service encounters and provide recommendations for process improvements.
- Resolve issues independently or escalate complex cases to the Supervisor of Customer Service.
- Ensure timely follow-up and communication with customers, stakeholders, and internal teams.
- Maintain compliance with all applicable federal, state, and local laws, as well as organizational policies and procedures.
- Stay informed about regulatory updates, health care policies, and billing system changes to ensure adherence and accuracy.
- Participate in ongoing training and certification programs to enhance skills and knowledge.
- Support team efforts in achieving departmental goals and maintaining high customer satisfaction levels.
- Perform additional duties as assigned by the supervisor to support operational efficiency and service quality.
Benefits
- Competitive hourly pay within the specified range.
- Remote work flexibility, supporting work-life balance.
- Comprehensive health insurance options, including medical, dental, and vision coverage.
- Paid time off and holiday benefits.
- Opportunities for professional development and career growth.
- Access to wellness programs and employee assistance resources.
- Supportive work environment aligned with organizational values and community engagement.
Equal Opportunity
Trinity Health is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are treated with fairness and respect. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Desired Skills and Experience
Customer Service
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