Customer Service Representative 1 (Hybrid)

Renown Health•Reno, NV

4d•Hybrid

About The Position

The Customer Service Representative 1 (CSR1) represents Renown Health’s first point of contact for patients seeking assistance with their patient financial journey. The role acts as a liaison and patient advocate between patients, payer sources, self-pay discounts, financial assistance programs, and financing options. The CSR1 processes requests, complaints, and concerns; educates patients about organizational resources and services; and works toward first-contact resolution and a positive customer experience. The position also re-engages patients to resolve outstanding self-pay balances and identifies service-related operational issues to support customer retention and satisfaction. The CSR1 collects targeted amounts on assigned accounts to maximize recovery of self-pay balances, while maintaining courtesy, diplomacy, professionalism, and respect for patient confidentiality. The role operates in a fast-paced, high-volume environment using telephone, chat, messaging, in-person, and email channels, as well as multiple systems and technologies. It requires accurate documentation, effective multitasking, sound judgment in routing accounts, and the ability to distinguish ability to pay from willingness to pay. The CSR1 advocates for patients by identifying and escalating priority issues, de-escalating concerns when appropriate, and working with peers, office staff, leaders, and other health-system professionals to resolve problems. This position makes no medical-necessity decisions and does not provide patient care. The position supports onsite and remote work. Remote shifts are scheduled, and employees are expected to be available for the entirety of their shift and work in a quiet, private space that meets HIPAA standards. Employees may need to work at times required to meet customer needs; some positions may include evening and holiday hours. In the event of technical problems or power outages, employees must commute to work onsite. Onsite staff support walk-in patients and guarantors and perform other office duties. Calls are recorded for quality and safety purposes.

Requirements

High school diploma.
Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively.
Strong customer-service skills.
At least 1 year of experience in a position involving customer service, hospital or medical billing, healthcare, or health insurance.
Proficiency with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word.
Ability to use a computer for online learning, job-specific competencies, online forms and policies, and benefits enrollment.
Ability to maintain patient confidentiality and meet HIPAA standards when working remotely.
Ability to work the entirety of a scheduled remote shift and commute onsite in the event of technical issues or power outages.

Nice To Haves

College degree or equivalent experience.
2 or more years of experience in customer service, hospital or medical billing, healthcare, or health insurance.
Ability to speak Spanish.
Experience in a call-center environment.
Experience with electronic medical record systems.

Responsibilities

Provide professional, service-oriented assistance and education to patients regarding Renown Health services and patient financial resources.
Process patient requests, complaints, and concerns, aiming to resolve inquiries on the first contact.
Collect targeted amounts on assigned self-pay accounts and re-engage patients to resolve outstanding balances.
Answer and route high volumes of inbound and outbound interactions through telephone, chat, messaging, email, in-person service, and computer systems.
Coordinate patient self-pay balance inquiries, including calls, mail, email, MyChart billing messages, in-person inquiries, and statement-vendor feedback.
Negotiate payments and payment plans, including short-term and long-term options.
Assess ability to pay versus willingness to pay and route accounts appropriately.
Identify accounts eligible for transfer to outside bad-debt collection agencies, applying applicable state regulations and guidelines.
Organize and collect patient financial information accurately.
Document interactions concisely and accurately in systems of record, using correct grammar and complete sentences.
Work with clinical leadership, revenue-cycle subject-matter experts, insurance companies, third parties, peers, office staff, and leaders to resolve or escalate questions and concerns.
Identify and escalate priority service issues, de-escalate concerns when appropriate, and advocate for patients.
Handle inquiries related to compliance and regulatory auditing.
Meet call and collection activity goals while managing multiple priorities and following established policies and procedures.
Support walk-in patients and guarantors and perform other office duties when working onsite.