Healthcare Customer Service Specialist

1 week ago


Janesville, United States Mercy Health System Full time
Overview

Mercy Health System seeks an exceptional Healthcare Customer Service Specialist to join our team. As a key member of our customer service department, you will play a vital role in providing top-notch support to our patients and stakeholders.

Job Summary

We are looking for a highly skilled and dedicated individual with excellent communication skills to respond to incoming correspondence and telephone inquiries in a professional manner. You will be responsible for resolving customer concerns, performing duties as assigned, and attending training sessions to enhance your skills.

Responsibilities
  • Resolve all concerns of callers that have been forwarded by CSR 1's.
  • Perform duties of CSR 1's as a backup as needed (i.e., absences, lunches, vacations, large call volume).
  • Assist in the training of CSR 1 employees.
  • Responsible for resolving complaints within the time standards of the applicable SOP.
Culture of Excellence Behavior Expectations

To perform this job successfully, you should demonstrate the following behavior expectations:

  • Quality: Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
  • Service: Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
  • Partnering: Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.
  • Cost: Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost-saving measures; contributes to profits and revenue.
Requirements
  • Bachelor's degree or two years of experience in the healthcare industry, as related to this position.
  • Excellent oral communication skills/organizational skills.
  • Ability to handle stress.
  • Microsoft Word & Excel.
  • Knowledge of health insurance required.
  • Knowledge of Power MHS desirable.
  • Knowledge of coding/medical terminology required.
  • Ability to assist staff.
Estimated Salary Range

$45,000 - $60,000 per year, depending on experience.

Location

Our office is located in [location], but we encourage remote work options.



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