RCM Customer Service Representative

Tenet Healthcare Corporation•Frisco, TX

1d•$16 - $24

About The Position

The RCM Customer Service Representative answers inbound customer service calls about patient accounting questions. When inbound call volumes are low, the representative may make outbound follow-up calls on outstanding accounts receivable (AR) accounts. The role focuses on providing professional, service-oriented assistance, understanding customer concerns, and working toward resolution, including referring issues to the appropriate expert or escalating them to a supervisor when needed. The position requires effective communication, careful listening, customer-service problem solving, and the ability to manage calls calmly, including interactions involving difficult personalities. The employee works in a call center environment with a headset and multiple workstations in close proximity. The work environment may also include direct patient interaction in a hospital setting. The role requires sitting at a computer terminal for extended periods. Required vaccinations and screenings, as applicable and permitted by law, must be confirmed before employment begins.

Requirements

High school education or equivalent.
One to two years of prior experience in an inbound call center and/or customer service environment.
Exceptional customer service, problem-solving, and analytical skills.
Professional, calming tone of voice and command of English, with appropriate grammar.
Ability to facilitate conversations and establish an understanding of the customer's issue or reason for contact.
Ability to perform essential job functions independently, flexibly, and using creative problem-solving techniques.
Ability to maintain control of calls, de-escalate issues, and instill confidence that a resolution has been found.
Ability to function effectively under stress, competing demands on time and attention, and sometimes difficult personalities.
Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
Attentive listening skills and the ability to clearly articulate responses using appropriate voice modulation.
Ability to sit at a computer terminal for extended periods.
Obtain and provide confirmation of required vaccinations and screenings before the start of employment, as applicable and permitted by law.

Nice To Haves

Hospital patient account billing experience or knowledge of third-party reimbursements from insurance companies and government payers.

Responsibilities

Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner.
Answer calls promptly while avoiding drops or abandoned calls.
Determine the reason for each call and assist callers with questions, concerns, or problems, focusing on first-call resolution.
Facilitate issue resolution by referring matters to the appropriate issue or content expert.
Escalate matters to a supervisor, request appropriate information, or take appropriate action to enable effective resolution.
Perform other duties as assigned.

Benefits

Medical, dental, vision, disability, and life insurance.
Paid time off for vacation and sick leave, with a minimum of 12 days per year and accrual of approximately 1.84 hours per 40 hours worked.
401(k) with up to 6% employer match.
10 paid holidays per year.
Health savings accounts and healthcare and dependent flexible spending accounts.
Employee Assistance Program.
Employee discount program.
Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare, AD&D, and auto and home insurance.
Colorado paid leave in accordance with the Healthy Families and Workplaces Act, for Colorado employees.
Potential signing bonus for qualified new hires, subject to employment status.
Time and a half for Conifer-observed holidays.