Advocate Health Care · 6 hours ago
Customer Service Trainee
Oak Brook, IL
Full-time
Hybrid
Entry Level
1+ years expAdvocate Health Care is a healthcare organization seeking a Customer Service Trainee to develop proficiency in handling customer inbound billing calls in a high-volume call center. The role involves resolving customer inquiries related to billing, coding, and denials while providing outstanding customer service and maintaining accurate documentation of patient accounts.
Clinical TrialsDeliveryHealth Care
Responsibilities
Develops proficiency to answer customer inbound billing calls in a high-volume call center environment to service and retain customers. Responds to customers questions with the ability to resolve and process most concerns on the initial call
Learns to act using appropriate discretion, to address customer needs, resolve issues, and provide outstanding customer service. Works with appropriate departments to resolve questions and or issues related to billing, coding, and denials. Educates the customer regarding account concerns
Develops skills to access, understand and explain necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing
Becomes skilled at investigating and responding to all phone and/or written inquiries from patients/guarantors, insurance companies, physician offices, and government agencies regarding medical account billing. Makes calls to outside sources for additional information to ensure that all inquiries are resolved. Shares information following HIPAA guidelines
Accurately documents and updates the patient account system with all information received and action taken. Makes changes to patient demographics and insurance information; submits or resubmits claims to the insurance company when appropriate
Keeps abreast of insurance sequencing rules, medical billing guidelines or laws, and changes impacting patient accounts and uses resources to validate correct process and explanation
Requests payment in full and processes payments using the online system. Establishes acceptable payment plans when payment in full cannot be made
Makes appropriate patient account adjustments as necessary. Develops proficiency to respond to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints. Works with appropriate departments to resolve questions and/or issues related to billing, coding and denials
Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to higher level as needed. Proactively follows up with customers about information as needed to answer inquiries and resolve issues
Qualification
Required
High School Graduate, or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED)
Typically requires 1 year of experience in medical billing, cash application or insurance follow up, including six months of call center experience
Demonstrated knowledge of the health care, insurance terminology, and medical billing
Ability to interpret an explanation of benefits and understand the system adjudication process and determine how a claim was paid
Ability to work in a high-volume call center environment, using a computer and the telephone the majority of the day
Excellent customer service and follow up skills
Ability to speak English with customers to resolve customer issues, along with research and document the call on a computer
Proficient computer skills (mail, email, and fax) including patient accounting systems
Ability to perform basic math skills
Demonstrated ability to work well independently and as a team
Strong multi-tasking, organizational, and time management skills. Adapts well to change
Ability to handle all escalated calls and resolve issues before they become escalated complaints
Ability to represent Advocate Aurora Health and the company values to patients
Ability to work to balance all aspects of the call center's KPI's
Preferred
The skill to speak other languages is a plus
Company
Advocate Health Care
Advocate Health Care is an integrated healthcare delivery system based in Illinois, United States.
10001+ employees
H1B Sponsorship
Advocate Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (9)
2023 (6)
2022 (16)
2021 (8)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
$18M2013-10-03Series Unknown· $18M
Leadership Team
Barbara Hancock
Executive Assistant to the President and Chief Operating Officer
David Rich
Clinical Practice Partner
Recent News
2025-10-10
Medical Xpress - latest medical and health news stories
2025-10-09
Chicago Tribune
2025-10-01
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