Job Description

At Memorial Hermann, were about creating exceptional experiences for both our patients and our employees. Our goal is to provide opportunities for our diverse employee population that develop and grow careers in a team-oriented environment focused on patient care.

Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.

Job Summary

Responsible for responding to patient inquiries and identifying and resolving patient account problems with an overriding goal of providing a positive customer experience with every encounter.

The Customer Service Specialist uses professional and persuasive communication skills in striving to keep the goodwill of the patients, while ensuring timely collection of third party and private pay receivables. Typically reports to the Manager Patient Business Services.

Job Description

This Customer Service Specialist position is a part time position and will be responsible for providing a positive customer service experience to patients calling into the call center. Bilingual candidates who speak fluent Spanish preferred.

Schedule:

* Part time (30 hours per week)
* Monday thru Friday
* 9:30am - 3:30pm

Desired Skill Set:

* Looking for experienced Billing/Collections professionals
* Spanish speaking candidates preferred
* Experience working with denials, claims follow up, etc.
* Call center experience a plus

Minimum Qualifications

Education: High School Diploma orGED required, Associates degree preferred

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

* Four (4) years of progressive customer service experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic or healthcare call center
* Knowledge of healthcare revenue cycle operations
* Effective listening, reading comprehension and critical thinking skills
* Ability to multi-task in a fast-paced high-volume call center
* Must have excellent verbal and written communication skills
* Superior interpersonal skills to communicate with internal and external customers and fellow staff members
* Good typing speed and computer navigation skills
* Bilingual preferred
* Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of we advance health through innovation, accountability, empowerment, collaboration, compassion and results while ensuring One Memorial Hermann.

Principal Accountabilities

* Efficiently and courteously respond to high-volume calls and e-mails from patients regarding account inquiries.
* Provide a high level of accuracy in analyzing patient accounts for errors, adjustments, and credits.
* Interpret appropriate actions that will help resolve account issues for patient.
* Documents communications accurately and completely.
* Establish appropriate financial arrangements to collect outstanding revenues from patient.
* Analyze accounts for adjustments and generate re-bills; if necessary.
* Ensure complex billing process complies with regulatory mandates/guidelines.
* Prioritize and work assigned accounts via e-mail and phone to obtain prompt payment from patients.
* Escalate problem accounts; identify and prevent risk and receivable related loss to management.
* Provide a high degree of confidentiality/discretion and independent judgment.
* Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
* Promote individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
* Other duties as assigned.