Note: The job is a remote job and is open to candidates in USA. Intermountain Health is seeking a bilingual Customer Service Associate I to support patients with billing-related needs. The role handles inbound and outbound calls, resolves billing inquiries and complaints, assists with payments and financial arrangements, and maintains productivity and quality standards.
Responsibilities
- Provides coverage for all patients and others for incoming calls and inquiries
- Utilizes various computer systems to resolve patient billing questions and document interactions
- Works with patients over the phone or through 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
- Responsible for meeting productivity and quality measures including first contact resolution goals for patient encounters
- Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards
Skills
- Demonstrated experience in customer service, collections or a call center environment
- Demonstrates knowledge of excellent customer service behaviors
- Demonstrates basic computer skills
- Bilingual certification through Alta Language Testing
- Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs
- Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately
- Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc
- May have the same physical requirements as those of clinical or patient care jobs, when the leader takes clinical shifts
- For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles
- Two (2) Years of experience in customer service, collections or call center environment
- Demonstrates basic knowledge of general medical billing, insurance and billing processes
Benefits
- Fully remote work arrangement
- Flexible work options where approved and stated in the job posting
- A generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness
Company Overview
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