Customer Service Specialist II - Remote

Baylor Scott & White Health is the largest not-for-profit healthcare system in Texas, dedicated to promoting the well-being of individuals and communities. The Customer Service Specialist II acts as a business analyst, resolving customer billing issues and providing exceptional communication with patients and insurance companies. This role requires managing complex inquiries and building sustainable relationships with patients while adhering to communication procedures and guidelines.

Responsibilities:

• Manages large and complex inquiries. This may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve accounts
• Builds sustainable relationships and care with patients through open and interactive communication
• Provide accurate, valid, and complete information by examining all available data in multiple patient accounting systems. Ensure all communications are covered, explained, and documented
• Meets customer service team call handling goals and productivity standards
• De-escalates situations involving dissatisfied patients, offering patient assistance and help
• Guides callers through troubleshooting, navigating the company site, or using the products/services
• Keeps records of patient interactions, processes patient accounts, and files documents. Has confidential conversations to discuss delicate information like PHI and payment details
• Follows communication procedures, guidelines, and policies
• Partners with peers to improve customer service

Requirements:

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience