Customer Service Specialist II

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems. The Customer Service Specialist II is responsible for handling incoming calls from patients, resolving inquiries, and managing communications to ensure efficient account management in compliance with regulations.

Responsibilities:

• Answer inbound phone calls during peak call hours
• Investigating and resolving patient-related account issues and facilitating communication with other departments as needed
• Researches and responds to account inquiries in a timely manner
• Responds to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc
• Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues
• Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position
• Review correspondence queues taking appropriate action and documenting accounts accordingly
• Provide occasional floor coordination to ensure the team follows correct processes/procedures
• Contribute to a dynamic work environment by acting a subject matter expert and providing team assistance as needed
• Proactively identifying opportunities to improve workflows and overall processes to reduce patient effort
• Assisting with the training and onboarding of new customer service staff

Requirements:

• 1-3 years of experience in the healthcare industry
• Minimum Education: High School Diploma or GED
• Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored)
• Experience in physician and hospital operations
• Compliance and provider relations
• Critical Thinking
• Problem Resolution
• Call Center experience strongly preferred
• Customer Service and Call Center experience preferred