Job Description

Job Description

Job Description

Customer Service Specialist (Call Center)

Temporary to Permanent

Onsite, Boise, ID

Hourly pay: $20 - 22 per hour, paid weekly

Paid training

The Customer Service Specialist is responsible for resolving customer and patient accounts while providing professional, empathetic, and efficient service. This position handles incoming and outgoing calls, responds to inquiries, addresses concerns, troubleshoots issues, processes payments, and provides accurate information while maintaining positive working relationships with customers and internal departments.

• Answer inbound calls from customers, patients, representatives, healthcare providers, and insurance carriers to resolve account questions and outstanding balances.

• Make outbound calls as needed to obtain information, resolve concerns, and follow up on accounts.

• Comply with all applicable laws, regulations, privacy requirements, and industry standards.

• Verify customer identity before disclosing confidential or account-related information.

• Update customer account information, including telephone numbers, addresses, and email addresses.

• Maintain quality and productivity standards while effectively managing call volume and time.

• Follow established procedures and scripts to ensure consistent and efficient account resolution.

• Respond promptly and professionally to questions regarding billing procedures, policies, statements, and account activity.

• Use available resources and systems to research and resolve customer inquiries during calls.

• Accurately and concisely document all account activity, including actions taken and any necessary follow-up.

• Resolve routine questions and issues independently and escalate more complex matters appropriately.

• Prepare written correspondence to customers regarding account questions or resolution when necessary.

• Work effectively with administrative and service departments to facilitate account resolution.

• Explain billing and insurance-related information clearly and in an understandable manner.

• Participate in ongoing training, professional development, mentorship, and learning opportunities.

• Perform other duties as assigned.

• Minimum of 2 years of experience in customer service, call center operations, collections, healthcare customer service, or a related environment.

• Ability to process information quickly, accurately, and efficiently.

• Experience working in a performance- and metrics-driven environment with an emphasis on productivity, quality, and customer experience.

• Ability to work effectively in a fast-paced environment while maintaining accuracy and professionalism.

• Strong verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to handle sensitive and confidential information appropriately.

• Must have up to date vaccinations (MMR, Chicken Pox, Varicella, Negative TB, Flu, TDAP) or willing to get a booster. Proof will be required.

• Experience in healthcare revenue cycle operations or patient financial services.

• Experience with electronic health record or healthcare financial systems.

• Experience with medical billing or healthcare collections.

• Familiarity with insurance claims, billing processes, and patient account resolution.

Domain Knowledge: Understanding of healthcare billing, patient accounts, collections, insurance processes, or related financial services.

Problem Solver: Proactive and resourceful when navigating complex account issues, identifying obstacles, and finding appropriate solutions.

Communication Skills: Professional, empathetic, confident, and comfortable discussing financial obligations and payment options with customers or patients.

Customer Focus: Demonstrates patience, professionalism, and a commitment to providing a positive customer experience.

Attention to Detail: Accurately processes information, documents interactions, and follows established procedures.

Adaptability: Comfortable learning new systems, procedures, and processes in a fast-paced environment.

Candidates should demonstrate:

• Reliable attendance and punctuality.

• Consistent professionalism and dependability.

• Ability to work effectively in a performance-driven environment.

• Commitment to maintaining high standards of quality, productivity, and customer service.

• Willingness to complete required onboarding and training.

• Ability to accept feedback and continuously improve performance.

• Behavioral assessment may be included.

• Approximately 45-minute virtual interview.

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