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Patient Financial Services Customer Support Specialist

2 months ago

Farmington, Michigan, United States Trinity Health Full time


Employment Type:

Full time
Shift:



Job Overview:

POSITION OBJECTIVE


The role involves executing daily customer service functions within the hospital revenue management operations at a designated Patient Business Services (PBS) site.

As a member of the Customer Service team at the assigned PBS site, the focus is on delivering exceptional customer satisfaction through prompt, precise, and professional handling of customer inquiries, concerns, and issues.

This position reports to the Supervisor of Patient Financial Services Customer Support.

KEY RESPONSIBILITIES

Embraces, understands, and exemplifies the Trinity Health Mission, Vision, and Values in all actions and decisions.


Handles customer service tasks related to various self-pay and insurance billing inquiries, requests, and associated functions as part of the revenue cycle for the assigned PBS location.


Assists patients in resolving billing discrepancies, which may involve establishing payment arrangements and addressing complaints and inquiries in a timely and efficient manner.

Maintains comprehensive documentation and reports of customer interactions, issues, actions taken, and outcomes in the appropriate systems.

Monitors trends in customer service interactions and provides recommendations for addressing issues to the supervisor.

Independently resolves or escalates issues impacting customer satisfaction to the Customer Service Supervisor.


Conducts communication and follow-up processes related to customer service, ensuring timely submission, tracking, trending, and reporting to relevant stakeholders.

Performs additional duties as assigned by the supervisor.


Maintains a thorough understanding of applicable Federal, State, and local regulations, as well as Trinity Health's Integrity and Compliance Program and Code of Conduct, ensuring adherence to policies and procedures that reflect ethical and professional behavior.


MINIMUM REQUIREMENTS


High school diploma or Associate's degree in Accounting, Business Administration, or a related field, along with at least one (1) year of relevant experience and knowledge of revenue cycle operations and systems in a hospital or clinic environment, health insurance company, managed care organization, or other healthcare financial services setting, performing medical claims processing, financial counseling, financial clearance, accounting, or customer service tasks, or an equivalent combination of education and experience.

Experience in a complex, multi-site environment is preferred.


Prior experience in a service or call center environment with the capability to address customer inquiries and expectations efficiently and effectively.


Excellent verbal and written communication skills along with strong organizational abilities.

Strong interpersonal skills for engaging with both internal and external customers, including the ability to interpret customer needs and recommend suitable actions to meet those needs.


Attention to detail, accuracy, and time management skills are essential.

Ability to work independently and effectively utilize keyboard and telephone systems.

Basic proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.

Completion of regulatory/mandatory certifications and skills validation competencies is preferred.

Must be comfortable working in a collaborative, shared leadership environment.


Must exhibit a personal presence characterized by honesty, integrity, and compassion, with the ability to inspire and motivate others to uphold the philosophy, mission, vision, goals, and values of Trinity Health.


PHYSICAL AND MENTAL DEMANDS AND WORK ENVIRONMENT

This position operates in a standard office setting. The workspace is well-lit, temperature-controlled, and free from hazards.

Frequent communication, both in person and over the phone, with individuals across various locations regarding product support issues is required.

Manual dexterity is necessary for keyboard operation. Hearing is essential for extensive telephone and in-person communication.

The work environment necessitates the ability to concentrate, meet deadlines, manage multiple projects simultaneously, and adapt to interruptions.


Must be capable of setting and organizing work priorities and adjusting them as they frequently change.

Must handle a variety of tasks/projects concurrently in a potentially stressful environment with individuals exhibiting diverse personalities and work styles.


Must comply with Trinity Health policies and procedures.

Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation.

Rooted in our Mission and Core Values, we prioritize diversity, equity, and inclusion in all aspects of our operations.

Our workforce comprises individuals with varied experiences, backgrounds, abilities, and talents. Together, we strive to achieve our best selves. A diverse and inclusive workforce ensures the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.