JOB SUMMARY

The Customer Service Specialist CBS (Centralized Business Services) 1 performs as a business analyst, understanding and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or a guarantor.

ESSENTIAL FUNCTIONS OF THE ROLE

• Manages large amounts of incoming inquires.
• Builds sustainable relationships and trust with patients through open and interactive communication.
• Provides accurate, valid, and complete information by analyzing all available data found in a patient accounting system and ensures all communications are covered, explained, and documented.
• Meets customer service team call handling goals and productivity standards.
• De-escalates situations involving dissatisfied patients, offering patient assistance and support.
• Guides callers through troubleshooting, navigating the company site, or using the products/services.
• Keeps records of patient interactions, processes patient accounts and files documents. Has confidential conversations to discuss sensitive information such as PHI (Patient Health Information) and payment details.
• Follows communication procedures, guidelines, and policies.
• Collaborates with peers to improve customer service.

KEY SUCCESS FACTORS

• Must be able to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Computer skills (Outlook, Word, Excel).
• Basic understanding or ability to quickly learn the industry specific/fundamentals of medical billing and insurance industry concepts: EOB, UB, 1500.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience

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About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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