Customer Service Representative 2

This position will act as a liaison between Renown and its customers by handling inquiries and self-pay collections at Renown Health. The successful CSR 2 will use their collection experience and expertise to contact these patients in a compassionate yet expedient manner. The incumbent will re-engage patients with techniques in attempting to resolve these outstanding balances. This position identifies potential or existing service related operational issues for the purpose of increasing customer retention and satisfaction. This position is responsible for assisting with training and education of new and existing Customer Service Representatives and is seen as a system expert. This position will work complex accounts from work queues and work lists including escalated issues.

The CSR 2 is responsible for collecting maximum, targeted dollars on their assigned accounts in order to ensure the highest recoverability of self-pay accounts. High standards of courtesy, performance, diplomacy and respect for our patients and their confidentiality are essential.

The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner. The CSR 2 must also be able to determine ability to pay vs. willingness to pay and route their accounts appropriately when needed.

The CSR 2 must be able to:

• Consistently meet collection activity goals.

Consistently meet call handling goals.

• Answer inbound phone inquiries and places outbound calls to resolve outstanding self-pay balances.

• Effectively handle all communications include telephone, mail, and email from patients/guarantors regarding their outstanding account(s).

• Effectively negotiate payments/payment plans.

• Identify accounts eligible to transfer to outside collection agency.

• Communicate effectively through phone and email and possess a high level of articulation and professionalism and empathy.

• Organize and collect financial information with minimal to no errors.

• Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes.

• Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations.

• Work side-by-side with new and existing Customer Services Representatives to train on current and development systems and practices.

• Work bad debt, bankruptcy, deceased, non-statutory charity and other advanced work queues.

• Work offsite at Regional facility for patient inquiries.

• Work independently on special projects and cross departmental assignments.

• Handle escalated situations with patients.

Multi-task and prioritize other responsibilities as assigned

This position does not provide patient care.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Name

Description

Education:

Must have working-level knowledge of the English language, including reading, writing and speaking English. High school diploma is preferred and preference will be given to applicants who have earned a degree from an accredited college.

Experience:

Requires one year experience in call center or healthcare experience preferred.

License(s):

None.

Certification(s):

None.

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, Word and Excel. Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.