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St. Luke's Health System · 8 hours ago

Customer Service Specialist

Mountain Home, ID

Full-time

Onsite

New Grad, Entry Level

St. Luke's Health System is dedicated to fostering a diverse and collaborative workplace while prioritizing employee well-being. The Customer Service Specialist is responsible for resolving self-pay accounts and providing support to patients through effective communication and problem-solving.

Health CareHospitalNon ProfitPrimary and Urgent Care

H1B Sponsor Likely

Responsibilities

Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. often within a specific response-to-call timeframe and with the intent of collecting self-pay balances owed and resolving any concerns promptly

Makes outbound phone calls to patients, physician offices, insurance carriers, etc., as needed

Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines

Verifies each patient before disclosing information and helps them update account information such as phone number, address, or email address

Maintains and improves quality results by adhering guidelines, and call metric and time management standards

Follows scripts as provided to facilitate consistent and expedient account resolution

Facilitates and/or responds promptly to patient inquiries regarding billing procedures, policies, and statements

Utilizes multiple resources to resolve patient inquiries while on the phone

Documents all patient accounts activities concisely, including future steps needed for resolution Under direct supervision, resolves routine questions and problems and escalates more complex issues appropriately

May prepare written responses to patients and customers regarding account resolution

Interacts effectively with other administrative departments and hospital service areas to facilitate patient account resolution

Effectively answer patient questions on how insurance claim was processed using all appropriate terminology to ease universal understanding of information

Actively engage in opportunities for continuous learning and development, including training programs, mentorship, and leadership development

Other duties as assigned

Qualification

Customer serviceHIPAA complianceProblem solvingCommunication skillsTime management

Required