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Senior Customer Service Specialist- Early Out

Job ID: 4666445
Updated: August 21, 2018
Geographic Location: 
Department: Customer PreService
Full/Part Time: Full-Time
Shift: Days
Standard Hours: 40
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Job Summary

This position is located onsite with Mercy Health, a client of Ensemble Health Partners. To learn more about Mercy, click the link below to apply.

Customer Service Specialist II Outbound

Assisting supervisor with the day to day operations of the Customer Service early out / outbound collections team and to ensure productivity metrics for calls and collections are met.  Assist with the development of new staff and handle escalated calls as needed.   Expect knowledge to perform all customer service and collection responsibilities that occur in the Revenue Cycle in an outbound and inbound operations environment.   Cross-trained to assist with inbound Customer Service unit.

Essential Functions:

  • Handles outbound collection calls generated from automated campaigns. 
  • Assists customers with best options to pay medical accounts. 
  • Answers inbound phone calls during peak call hours. 
  • Researches and responds to account inquiries in a timely manner.
  •  Responds to urgent and escalated issues received from direct management, legal team, facility management, patients, vendors, etc.  
  • Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues. 
  • Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position.
  • Motivate and drive performance within the customer service team ensuring all metrics are met including cash collection goals, calls handled, accounts worked, abandonment rates, and average speed of answer (ASA). 
  • Cross-trained in both inbound and outbound operations for Customer Service.
  • Review and process work queues taking appropriate action and documenting accounts accordingly.
  • Continued review of customer service workflow processes to analyze trends for process improvement.  Work with leadership team to implement workflow changes if appropriate.
  • Provide operational floor management to ensure the staff is following all processes and procedures.
  • Creating the right working environment for the team through motivating and continually developing your team to deliver the best.
  • Communicate patterns and trends with other departments to improve work standards.

Qualifications - Minimum

Requirements:

  • Required Minimum Education: 2 Year Associates Degree.
  • Preferred Education: 4 Year Bachelor’s Degree
  • CRCR within 90 days
  • One year related experience required.
  • Critical Thinking and Problem Resolution.  
  • Organization – proactively prioritizes needs and effectively manages resources.
  • Communication – communicates clearly and concisely, verbally, and in writing.
  • Customer Orientation – establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
  • PC Skills – demonstrates proficiency in Microsoft Office applications and others as required.
  • Tactical execution – assist in monitoring operational processes and making recommendations for changes/adjustments as needed during the implementation or change to new products or processes.   
  • Revenue Cycle knowledge.  
  • Cash Collection experience.

(Combination of post-secondary education and experience will be considered in lieu of degree)

Shift and Job Schedule

Shift:

  • 40 HPW; Days- 8:00am – 4:30pm EST

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

About Us

This position will be a part of the revenue cycle team at Ensemble Health Partners - a wholly owned subsidiary of Mercy Health. Ensemble Health Partners specializes in providing revenue cycle solutions and creating real value for its clients by building relationships, reducing revenue cycle spend and delivering exceptional results. Ensemble partners with hospitals across the United States to make real and lasting improvements that impact the bottom line.

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