What are the responsibilities and job description for the Customer Services Representative T3 position at North Bend Medical Center?
North Bend Medical Center
Job Posting
Job Title: Customer Services Representative T3
Department: Patient Financial Services
Report To: Department Manager
Hours: Monday - Friday, Full time non-exempt
North Bend Medical Center MISSION
We are dedicated to providing the best healthcare for our community with compassionate, accessible, and high-quality services.
Job Focus:
The Customer Service Representative T3 is responsible for answering patient inbound / outbound calls to positively resolve patient inquiries, to include, but is not limited to insurance balances, patient payments, updating insurance information, updating patient demographics and, when necessary, triaging higher level resolution inquiries with PFS team members, mentoring and training new team members, assignment of special projects, higher level troubleshooting and managing team member PTO/Sick calendars and timecards. Demonstrates compassion and promotes an overall culture of service excellence in a timely manner so patients can continue to receive the care they need with the least delay. This person is under the supervision of the Patient Financial Services Manager.
Expectations For Success:
- Oversight and mentorship for other customer service representatives
- Manages PTO calendars and timecards
- Assignment of special projects
- Patient escalations
- Answers phone in a timely manner and in accordance with facility policy
- Assist patients with insurance and benefits questions
- Contacts insurance company on behalf of the patient, as needed
- Answer patient inquiries related to account status, activity, and outstanding charges
- Escalates patient financial arrangements to the Patient Financial Services Rep
- Triaging calls, connecting, and transferring calls
- Provides pleasant and helpful phone contact for callers
- Courteously and efficiently answers all incoming calls
Physical Environment:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift 15 pounds at one time
Skills Needed to Be Successful:
- Maintains compliance with regulations and laws applicable to job
- Professional level of communication with video, phone, and email
- Ability to effectively prioritize the work to meet deadlines and expectations
- Meets the quality and productivity measures as outlined by NBMC
- Brings positive energy to work
- Uses critical thinking skills
- Being present and focused on assigned tasks and eliminates distractions
- Being a self-starter
- Ability to work independently and within a team atmosphere
Core Talent Essentials:
- High School diploma or equivalent
- 2 years previous experience in a healthcare setting preferred
- Knowledge of insurance process and terminology preferred
- Honors and sets high expectations for patient confidentiality and customer service in accordance with NBMC’s policies and procedures and HIPAA requirements
- Advanced level of industry standard electronic medical record content
- Must have professional level skills in MS products such as Excel, Word, Power Point.
- Proficient application of business/office standard processes and technical applications
