Customer Service Specialist

St. Luke's Health System•Boise, ID

9d•Onsite

About The Position

At St. Luke’s, we pride ourselves on fostering a workplace culture that values diversity, promotes collaboration, and prioritizes employee well-being. Our commitment to excellence in patient care extends to creating an environment where our team can thrive both personally and professionally. With opportunities for growth, competitive benefits, and a supportive community of colleagues, St. Luke’s is truly a great place to work. The Customer Service Specialist is responsible for resolving self-pay accounts. Customer Service Specialist will answer incoming calls from patients or their representatives, answer inquiries and questions, handle complaints, troubleshoot problems, collect patient balances, and provide any other relative information. This will all be done while maintaining strong relations with patients, guarantors, and business office departments.

Requirements

High school diploma or equivalent
1 year relevant experience

Responsibilities

Accepts inbound phone calls from patients, physician offices, insurance carriers, etc., often within a specific response-to-call timeframe and with the intent of collecting self-pay balances owed and resolving any concerns promptly.
Makes outbound phone calls to patients, physician offices, insurance carriers, etc., as needed.
Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines.
Verifies each patient before disclosing information and helps them update account information such as phone number, address, or email address.
Maintains and improves quality results by adhering to guidelines, and call metric and time management standards.
Follows scripts as provided to facilitate consistent and expedient account resolution.
Facilitates and/or responds promptly to patient inquiries regarding billing procedures, policies, and statements.
Utilizes multiple resources to resolve patient inquiries while on the phone.
Documents all patient accounts activities concisely, including future steps needed for resolution.
Under direct supervision, resolves routine questions and problems and escalates more complex issues appropriately.
May prepare written responses to patients and customers regarding account resolution.
Interacts effectively with other administrative departments and hospital service areas to facilitate patient account resolution.
Effectively answers patient questions on how insurance claim was processed using all appropriate terminology to ease universal understanding of information.
Actively engages in opportunities for continuous learning and development, including training programs, mentorship, and leadership development.
Other duties as assigned.