About the Job
Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, committed to promoting the well-being of individuals, families, and communities. Guided by core values—serving faithfully, never settling, working together, and making an impact—the organization empowers people to live well.
Benefits
Employees are eligible for comprehensive benefits from day one, including a dollar-for-dollar 401(k) match up to 5%, debt-free tuition assistance, access to various no-cost and low-cost educational programs, and immediate time-off benefits.
Role Overview
The Customer Service Specialist CBS 2 serves as a business analyst, resolving complex customer billing issues and acting as a trusted liaison between patients, insurance companies, and healthcare providers. This position requires strong communication skills to build trust and deliver a positive experience while managing sensitive information and navigating multiple systems.
Key Responsibilities
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Manage large and complex inquiries, coordinating between patients, clinics, hospitals, and insurance providers to resolve account issues.
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Build trust through open, interactive communication and provide accurate information by analyzing data across patient accounting systems.
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Meet call handling and productivity targets while de-escalating dissatisfied patient situations.
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Guide callers in troubleshooting, navigating company systems, and using services.
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Maintain detailed records of patient interactions, process accounts, and ensure confidentiality of sensitive information.
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Follow established communication procedures and collaborate with peers to improve service.
Qualifications
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High school diploma or GED equivalent.
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At least 3 years of experience in customer service.
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Expertise in specialty billing, provider-based and hybrid billing, and knowledge of SBO and non-SBO environments in Epic.
Belonging Statement
Baylor Scott & White Health is committed to fostering an inclusive environment where everyone feels welcomed, valued, and supported, reflecting the communities it serves.
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