Customer Service Representative – Financial Assistance Counselor

Role Overview

• Performs customer service activities handling various self-pay and insurance billing and collection inquiries
• Assists patients in the resolution of billing issues, which may include setting up payment plans
• Provides detailed documentation and reports of customer complaints and issues
• Tracks trends of customer service encounters and recommendations for resolutions
• Resolves independently or escalates issues affecting customer complaints to the Supervisor Customer Service
• Performs communication and follow-up processes related to customer service and ensures timely submissions

Requirements

• High school diploma or Associate's degree in Accounting or Business Administration or related field and successful completion of Trinity Health Trainee program
• At least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting
• Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner
• Excellent verbal and written communication skills and organizational abilities
• Strong interpersonal skills in interacting with internal and external customers
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
• Completion of regulatory/mandatory certifications and skills validation competencies preferred