Senior Customer Service Representative

1 week ago


Biddeford, Maine, United States Facility MaineHealth Full time

Position Overview

This role is integral to the SBO Customer Service Team and serves as a stepping stone to advanced positions such as Subject Matter Experts (SMEs) in Financial Counseling, Estimates, or SelfPay functions, as well as Team Lead or Trainer roles. The individual in this position will embody the values of MaineHealth, demonstrating a warm, professional, and approachable demeanor with all clients.

Key Responsibilities

  • Handle complex inquiries and accounts, particularly in the realm of Financial Assistance.
  • Support and mentor Customer Service Associates at Levels 1-3, fostering their development and enhancing team performance.
  • Act autonomously while providing leadership within the team, making informed decisions within established guidelines, and addressing escalated concerns.
  • Engage in Quality Assurance activities and provide coaching to ensure high standards of service delivery.
  • Collaborate effectively with various teams within the business office to maintain optimal production and service quality.

Qualifications

  • Education: High School diploma or equivalent preferred.
  • Licenses/Certification: Proficiency in EPIC SBO Customer Service and SelfPay Follow Up is required. Attainment of HFMA Certified Revenue Cycle Representative (CRCR) or a higher certification is expected within the first year of employment.
  • Experience: A minimum of 3 years in the healthcare patient accounting sector, along with prior experience in a call center environment. Leadership or training experience is advantageous.
  • Skills: Ability to maintain composure under pressure, strong analytical and problem-solving capabilities, and effective communication skills. Proficient in coaching team members, resolving conflicts, and efficiently researching issues.
  • Specialized Knowledge: Familiarity with medical billing terminology, HIPAA regulations, revenue cycle management, and customer service best practices. Strong analytical and time management skills are essential for addressing account issues and managing multiple priorities simultaneously.


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