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Houston Methodist · 1 day ago

Sr. SBO Customer Service Representative Revenue Cycle FT-Katy

Katy, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Houston Methodist is a leading healthcare organization seeking a Senior Single Billing Office (SBO) Customer Service Representative. This role is responsible for acting as a liaison between the organization, patients, providers, and payers to resolve post-care account matters while also mentoring less experienced team members.

Health CareMedical

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal department and organizational results

Follows the standard talking points outlined in department protocols when interacting with patients to ensure high quality and consistent service

Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities

Provides follow-up for issues that are not solved on the initial inquiry

Receives and responds to more complex incoming inquiries via phone, email, patient portal, etc. in a timely fashion. Utilizes clear, concise, and professional communication skills both verbally and written

Leverages knowledge of external vendor workflow processes and information systems that promote the patient experience to resolve customer concerns more efficiently

Utilizes sound judgment and analytical skills to bring the account for resolution, analyzing the data elements (clinical and financial) within the electronic health record to determine the current state of the account

Provides clear and concise documentation of every action taken on an account in the system collection notes. Provides balance breakdown to document the status of next responsible party (i.e., primary, secondary payor, patient balance, or credit balance)

Meets or exceeds stated Performance Indicator Expectations (e.g., productivity, quality review, abandonment rate, adherence expectations)

Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established Health Insurance Portability and Accountability Act (HIPAA) guidelines

Identifies trends impacting performance and notifies supervisor/manager of opportunities for improvement

Follows levels of authority for posting adjustments, refunds, and contractual allowances

Uses resources effectively and efficiently. Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members

Engages in personal assessment and expands learning beyond baseline competencies with a focus on continual development (i.e., participates in training opportunities, focal point review activity, etc.). Applies new learning

Generates and communicates new ideas and suggestions that will improve quality or service. Demonstrates adaptability and flexibility in the face of changing demands

Qualification

Hospital revenue cycle experiencePatient billing cycle knowledgeMedical terminology knowledgeCustomer service skillsProficient computer skillsBilingual skillsLeadership skillsProblem-solving abilityCommunication skills

Required

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

Three years of previous call center and hospital revenue cycle experience

Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

Working knowledge of the patient billing cycle for both hospital and professional billing

Excellent customer service and professional communication skills with the ability to remain calm in stressful situations

Knowledge of medical terminology and applicability

Excellent spelling/grammar skills

Managed care knowledge with the ability to differentiate between insurance plans such as Preferred Provider Organization (PPO), Point of Service (POS), Health Maintenance Organization (HMO), etc

Ability to multi-task and flexibility to meet the requirements of the department and the organization

Ability to problem solve in the moment and provide recommendations in alignment with values

Proficient computer skills and ability to learn and navigate multiple software programs

Strong training, leadership and mentoring skills

Preferred

Bilingual skills preferred

Company

Houston Methodist

Glassdoor4.3

Houston Methodist is one of the nation’s leading health systems and academic medical centers.

Founded in 1919

Houston, Texas, USA

10001+ employees

http://www.houstonmethodist.org/

H1B Sponsorship

Houston Methodist 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 (15)

2024 (11)

2023 (14)

2022 (12)

2021 (10)

2020 (10)