Customer Service Specialist

Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital.

about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality. **Your Benefits** We provide a comprehensive and competitive benefits package to all full-time employees (minimum of 24 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.

for more information or .**Customer Service Specialist** **LAB-PHLEBOTOMY & OTHER (BILLINGS CLINIC CLINIC)** *req2882* **Shift:** Day, Evening **Employment Status:**

Full-Time (.75 or greater) **Hours per Pay Period:** 1.00 = 80 hours (Non-Exempt) **Starting Wage: $15.00** Responsible for one of the first impressions a patient/client/customer will have of Billings Clinic. The

incumbent in this position is responsible for providing customer service, high quality reference client

support and procedural support to the laboratory. Responsibilities include Electronic Health

Record/Laboratory Information System orders (EHR/LIS), result and issue resolution; customer support;

telephone support; order/charge entry; billing/demographic verification and mail-out forms to reference

laboratories; and responding to a variety of diverse questions regarding client and reference laboratory

services in a high stress environment. Cross trains in customer service and order entry stations and

demonstrates knowledge of Electronic Health Record and Laboratory Information Services products we

offer to our reference clients. ## Additional characteristics for the Lead Role:

Acts as a lead for an assigned area of department, including assisting with the day to day operations of the

department, responsible for quality control and regulatory readiness of department. Youll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet Recognition consecutively since 2006. And youll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine You can make a difference here. **Magnet: Commitment to Nursing Excellence** Billings Clinic is proud to be recognized for nursing excellence as a Magnet-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years.

to learn more **Essential Job Functions** Supports and models behaviors consistent with Billings Clinics mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance. Greets customers, obtains necessary billing information, and/or direct them to the appropriate area. Answers multi-line, high volume telephone and responds to the majority of all incoming calls before transferring to alternate resources. Responds to questions from patients, physicians, reference clients and other sendout labs and provides information regarding the use of EHR/LIS, billing process, collection and testing procedures, specimen processing, turnaround times, result reporting, and reference lab availability. (Patient Service, Laboratory, Reception Duties) Troubleshoot missing or incorrect information. Acts as a resource to internal and external customers. Understands and explains regulatory and contractual obligations (i.e. Advanced Beneficiary Notices, Limited Coverage tests, National and Local Coverage Determinations, CMS Billings regulations, State Statutes, limited payer specific rules, etc.). Maintains and updates Limited Coverage diagnosis codes in the ordering database. Determines which charges and credits are needed to patients account and enters as appropriate. (Patient Service, Laboratory, Problem Resolution) Utilizes multiple databases in different computer systems to research and translate patient demographic information; enter and research laboratory orders, enter charges/credits and test results; and research laboratory collection and testing information. Monitors report queues, error queues and interfaces to clients for problems. Takes appropriate steps to resolve and/or engages Laboratory Information Systems for resolution of issues. Responsible for initiating telephone calls to obtain missing information or to clarify information as necessary. (Patient Service, Laboratory, Database Maintenance) Maintains documents for the hospital, clinic sites, and reference clients according to regulatory standards (to include order verification, results, mail outs to reference labs, etc.). Receives incoming mail and distributes to appropriate area of the laboratory. (Patient Service, Laboratory, Document Maintenance) Dispatches and monitors the phlebotomy staff to maintain efficient response and turnaround times on hospital specimen orders. (Patient Service, Laboratory, Phlebotomy Staff) Responsible for researching requests for test add ons, including viable specimen types, volumes, temperatures, analytical time, specimen retention time and anticipated turnaround time. (Patient Service, Laboratory, Request Research) Performs other duties as assigned or needed to meet the needs of the department/organization. **Minimum Qualifications** **Education** High school graduate or equivalent Prior laboratory or health care experience preferred Demonstrated excellent customer service skills *Billings Clinic is Montanas largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more at* *Billings Clinic is committed to the principles of Equal Employment Opportunity. All policies and processes are designed toward achieving fair and equitable treatment of all employees and job applicants. Employees are encouraged to discuss any concerns they have in this regard with their immediate supervisor and/or the Vice President People Resources. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, creed, religion, national origin, gender, gender identity, sexual orientation, age, marital status, genetic information or disability.*

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