Customer Care Specialist, Single Business Office

2 weeks ago

New York, New York, United States Catholic Health Service Full time

Customer Service Representative - Single Business Office

Facility: CHS Services Location: Melville, NY Department: PFS Category: Administrative / Business Support Schedule: Full Time Shift: Day shift Hours: 8-4

Catholic Health is a comprehensive healthcare delivery organization, encompassing some of the finest health and human services agencies in the region. With multiple hospitals, skilled nursing facilities, a regional home nursing service, and hospice care, Catholic Health is dedicated to serving the community with compassion and excellence.

Under the guidance of the Customer Service & Patient Payments Supervisor, the Customer Service Representative will play a vital role in ensuring patient satisfaction by delivering prompt and precise information in response to inquiries. This position may also involve engaging with external vendors who provide services to patients.

The representative will report to the SBO Supervisor and will be responsible for managing bad debt, processing statements, and maintaining vendor relationships. Additionally, the role includes troubleshooting integration issues with IT and vendor staff, monitoring vendor performance, and serving as the primary contact for vendor-related inquiries.

Key Responsibilities:

  • Address customer inquiries and complaints through various channels, including phone, email, and electronic work queues, by conducting research and identifying effective solutions.
  • Handle escalated customer service issues from external vendors, including disputed balances and patient payment plan concerns.
  • Process inbound correspondence from patients regarding self-pay accounts.
  • Conduct outbound and receive inbound calls to investigate issues or confirm account details.
  • Accurately document patient payment information, contact details, and follow-up actions.
  • Utilize various software tools to manage workload and communications effectively.
  • Handle a significant volume of calls and tasks efficiently.
  • Collaborate with other departments to resolve patient issues and enhance service delivery.
  • Act as a liaison for third-party vendor-related matters, including bad debt and customer service vendors.
  • Monitor vendor performance to ensure compliance with organizational standards.
  • Foster cooperative relationships with vendors to achieve mutual goals.

Qualifications:

  • High School diploma or equivalent required; a minimum of two years' experience in healthcare billing or customer service is preferred.
  • Associate's or Bachelor's degree is advantageous.
  • Basic computer skills and experience in data entry, with the ability to learn various healthcare technology systems.
  • Proficiency in Microsoft Office.
  • Strong understanding of medical insurance, billing practices, and HIPAA regulations.
  • Ability to prioritize tasks and work independently in a fast-paced environment.
  • Excellent verbal and written communication skills for effective interaction with diverse customers.
  • Strong customer service skills to manage relationships with patients and insurance providers.
  • Ability to maintain professionalism and positive relationships with colleagues and stakeholders.
  • Analytical problem-solving skills and attention to detail are essential.
  • Industry certification (AHIMA, HFMA, AAPC, etc.) is preferred.
  • Experience with EMR systems, particularly Epic, is a plus.

At Catholic Health, we prioritize your well-being with a comprehensive benefits package that goes beyond the basics, including multiple medical plans, life insurance, generous paid time off, and substantial tuition reimbursement.

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