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Customer Care Specialist
2 months ago
Employment Type:
Full time
Shift:
Job Overview:
POSITION OBJECTIVE
The role involves managing daily customer service operations within the hospital revenue cycle at a designated Patient Business Services (PBS) site.
As a member of the Customer Service team, this position is accountable for delivering exceptional customer satisfaction through prompt and professional resolution of inquiries and concerns.
This role reports directly to the Supervisor of PFS Customer Service.KEY RESPONSIBILITIES
Embraces and exemplifies the Trinity Health Mission, Vision, and Values in all actions and decisions.
Engages in daily tasks as part of a customer service team that addresses various self-pay and insurance billing and collection activities as part of the revenue cycle for the assigned PBS location.
Records customer complaints, issues, and interactions in the appropriate systems.
Monitors trends in customer service interactions and provides recommendations for issue resolution to the supervisor.
Addresses or escalates matters impacting customer satisfaction to the Supervisor of PFS Customer Service.
Facilitates communication and follow-up related to Customer Service, ensuring that all activities are submitted promptly, tracked, and reported to relevant stakeholders.
Contributes to the training and development of new Customer Service Representative I colleagues and ongoing education as new systems, processes, or payers are introduced.
Undertakes additional responsibilities as assigned by the supervisor.
Maintains an understanding of applicable Federal, State, and local regulations, as well as Trinity Health's Integrity and Compliance Program and Code of Conduct, ensuring adherence in a manner that reflects ethical and professional conduct.
MINIMUM REQUIREMENTS
High school diploma or Associate's degree in Accounting, Business Administration, or a related field, along with up to three (1) years of relevant experience and knowledge of revenue cycle operations within a hospital or clinic, health insurance company, managed care organization, or other healthcare financial service environments, performing medical claims processing, financial counseling, financial clearance, accounting, or customer service activities, or an equivalent combination of education and experience.
Prior experience in a service or call center setting with the ability to effectively respond to customer inquiries and expectations.
Excellent verbal and written communication skills, along with strong organizational abilities.
Demonstrated interpersonal skills in engaging with both internal and external customers, including the capacity to interpret customer needs and recommend suitable actions to meet those needs.
Attention to detail, accuracy, and effective time management skills.
Ability to work independently and proficiently operate a keyboard and telephone.
Basic proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.
Comfortable working in a collaborative, shared leadership environment.
Completion of regulatory and mandatory certifications and skills validation competencies is preferred.
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 REQUIREMENTS AND WORKING CONDITIONS
This position is based in a typical office environment, which is well-lit, temperature-controlled, and free from hazards.
The incumbent will frequently communicate, both in person and over the phone, with individuals regarding product support issues.
Manual dexterity is required to operate a keyboard, and 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 able to prioritize and organize work effectively, adapting to frequently changing priorities.
Must be capable of handling various tasks/projects concurrently in a potentially stressful environment with individuals exhibiting diverse personalities and work styles.
Must comply with Trinity Health policies and procedures.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation.
Grounded in our Mission and Core Values, we integrate diversity, equity, and inclusion into all aspects of our operations.
Our colleagues possess diverse experiences, customs, abilities, and talents. Together, we strive to be 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.
