Customer Service Representative IV
7 hours ago
Role Summary
MaineHealth is seeking a highly skilled Customer Service Representative IV to join our SBO Customer Service Team. As a Level 4 SBO Customer Service Associate, you will be the primary point of contact for patients, guarantors, and stakeholders, providing exceptional customer service and support.
Key Responsibilities:
- Lead and Support: Train and mentor junior associates, providing expert guidance and coaching to ensure high-quality service delivery.
- Resolve and Collaborate: Handle complex financial interactions, resolve escalated issues, and collaborate with teams to achieve effective resolutions.
- Drive and Manage: Lead special projects, manage workload distribution, and cover for associates as needed.
- Ensure Quality and Grow: Monitor service quality, coach staff, and continually expand your knowledge of EPIC and industry best practices.
Requirements:
- Education: High School graduate or GED/HiSET preferred.
- Licenses/Certification: EPIC SBO Customer Service and SelfPay Follow Up proficiencies (must be completed within nine months of hire date). HFMA Certified Revenue Cycle Representative (CRCR) or higher (must be completed within one year of hire date). For SBO Trainers only, must achieve MH RCM STEP Credentialed Trainer designation within three months of hire date.
- Experience: 3+ years in a related Healthcare Patient Accounting field. 3+ years previous healthcare call center experience. Prior leadership and/or training experience helpful. Ability to perform and prioritize multiple tasks simultaneously. Employ Emotional Intelligence concepts in dealing with staff concerns or performance issues.
About MaineHealth:
MaineHealth is a health system comprising hospitals, physician practices, long-term care facilities, home care agencies, and support services. We are committed to delivering high-quality patient care and improving the health of our communities.
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