Customer Service Specialist

Job Title: Customer Service Specialist
Location: Boise, ID 83702
Duration: 7 Months
Job Type: Temporary Assignment
Work Type: Onsite

Job Summary:

• The Customer Service Specialist is responsible for resolving self-pay accounts.
• They answer incoming calls from patients or their representatives, respond to inquiries, handle complaints, troubleshoot problems, collect patient balances, and provide relevant information while maintaining strong working relationships with patients, guarantors, and business office departments.

Core Responsibilities:

• Accepts inbound phone calls from patients, physician offices, and insurance carriers to collect self-pay balances and resolve concerns promptly within defined response times.
• Makes outbound phone calls to patients, physician offices, and insurance carriers as needed.
• Adheres to all applicable laws, regulations, and industry standards, including HIPAA guidelines.
• Verifies each patient s identity before disclosing information and updates account details (phone number, address, email).
• Maintains quality results by adhering to guidelines, call metrics, and time management standards.
• Follows provided scripts to facilitate consistent and expedient account resolution.
• Responds promptly to patient inquiries regarding billing procedures, policies, and statements.
• Utilizes multiple resources to resolve patient inquiries during calls.
• Documents all patient account activities concisely, including future steps needed for resolution.
• Under direct supervision, resolves routine questions and problems and escalates complex issues appropriately.
• Prepares written responses to patients regarding account resolution when necessary.
• Interacts effectively with administrative departments and hospital service areas to facilitate account resolution and explain insurance claim processing in clear, understandable terms.
• Actively engages in continuous learning, training programs, mentorship, and leadership development.
• Performs other duties as assigned.

Required Qualifications:

• Minimum 2 years of experience in a call center, customer service, collections, healthcare customer service, or revenue cycle environment.
• Demonstrated ability to process information quickly, accurately, and efficiently.
• Experience working in a metrics-driven environment focused equally on productivity, quality, and customer experience.
• Ability to thrive in a fast-paced environment without sacrificing accuracy or quality.

Preferred Qualifications:

• Healthcare Revenue Cycle Operations or Patient Financial Services experience.
• Experience with Epic systems, particularly within Revenue Cycle, Customer Service, or Support functions.
• Medical billing or healthcare collections experience.

Ideal Candidate Profile & Traits:

Domain Expertise:

• Strong background in Revenue Cycle Operations and Patient Financial Services with a high-level understanding of healthcare billing components.

Problem Solver:

• Proactive in navigating complex account issues, identifying roadblocks, and finding solutions.

Communication Skills:

• Confident, empathetic, and comfortable having direct, professional conversations regarding financial obligations and asking patients for payments.