Customer Service Associate

Intermountain Health • Des Moines, IA • 4h ago

Job Description:

A Customer Service Associate II is responsible for handling inbound and outbound calls or email contacts to assist patients and internal customers with billing inquiries, complaints, and requests. The role involves utilizing overall knowledge of the Revenue Service Center to provide accurate information, resolve complex issues, and ensure patient satisfaction. Key skills include excellent communication, problem-solving, and the ability to remain calm under pressure.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington.

Essential Functions

Answer incoming calls and respond to patient inquiries.

Utilizes various computer systems to resolve patient billing questions and document interactions

Works with patients over the phone or other electronic methods to provide resolution to inquiries and complaints in a patient friendly fashion.

Negotiates with patients to resolve their financial liability by collecting payments, setting up payment plans or educating them on financial assistance programs.

Works with providers and care sites to communicate and resolve issues, complaints, or investigate errors.

Responsible for meeting productivity and quality measures including first call/contact resolution goals for customer encounters.

Mentor new associates within the department. Serves as subject matter experts (SME) and answers questions from team members.

Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.

Performs other duties as assigned.

Skills

Regular attendance during scheduled business hours

Advanced interpersonal and communication skills, including written, verbal and email etiquette

Able to evaluate and resolve patient escalations from other associates and internal partners

Outgoing personality

Adaptability

Organizational skills

Computer literacy

Multi-tasking and negotiation

Problem solving

Physical Requirements:

Qualifications

Required: High School Diploma or GED

Required: Two (2) Years of experience in customer service, collections, or call center environment

Required: Knowledge of EPIC

Required: Knowledge of general medical billing, insurance and compliance regulations and billing processes

Preferred: Three (3) Years of experience in customer service, collections or call center environment

Customer Service Associate II Bilingual Pay Range 18.81 - 27.45

Qualifications

Required: High School Diploma or GED

Required: Two (2) Years of experience in customer service, collections, or call center environment

Required: Knowledge of EPIC

Required: Knowledge of general medical billing, insurance and compliance regulations and billing processes

Required: Bilingual Certification through Alta Language Testing or approved Interpretation Services at the care site

Preferred: Three (3) Years of experience in customer service, collections or call center environment

Physical Requirements

Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies and able to assess customer needs.

Ongoing interactions with customers that require employee to communicate as well as understand spoken information and address issues quickly and accurately.

Manual dexterity of hands and fingers to manipulate equipment with precision and accuracy. This includes computer, phone and internet set up and use.

Location:

Peaks Regional Office

Work City:

Broomfield

Work State:

Colorado

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$18.81 - $27.45

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

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