Customer Service Representative 2
- Requisition ID
- 184765
- Department
- 100625 Self Pay Billing Services
- Schedule
- Full Time - Eligible for Benefits
- Shift
- Day
- Category
- Clerical & Administrative Support
Position Purpose
This position will act as a liaison between Renown and its customers by handling inquiries and self-pay collections at Renown Health. The successful CSR 2 will use their collection experience and expertise to contact these patients in a compassionate yet expedient manner. The incumbent will re-engage patients with techniques in attempting to resolve these outstanding balances. This position identifies potential or existing service related operational issues for the purpose of increasing customer retention and satisfaction. This position is responsible for assisting with training and education of new and existing Customer Service Representatives and is seen as a system expert. This position will work complex accounts from work queues and work lists including escalated issues.
Nature and Scope
The CSR 2 is responsible for collecting maximum, targeted dollars on their assigned accounts in order to ensure the highest recoverability of self-pay accounts. High standards of courtesy, performance, diplomacy and respect for our patients and their confidentiality are essential.
The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner. The CSR 2 must also be able to determine ability to pay vs. willingness to pay and route their accounts appropriately when needed.
The CSR 2 must be able to:
• Consistently meet collection activity goals.
Consistently meet call handling goals.
• Answer inbound phone inquiries and places outbound calls to resolve outstanding self-pay balances.
• Effectively handle all communications include telephone, mail, and email from patients/guarantors regarding their outstanding account(s).
• Effectively negotiate payments/payment plans.
• Identify accounts eligible to transfer to outside collection agency.
• Communicate effectively through phone and email and possess a high level of articulation and professionalism and empathy.
• Organize and collect financial information with minimal to no errors.
• Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes.
• Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations.
• Work side-by-side with new and existing Customer Services Representatives to train on current and development systems and practices.
• Work bad debt, bankruptcy, deceased, non-statutory charity and other advanced work queues.
• Work offsite at Regional facility for patient inquiries.
• Work independently on special projects and cross departmental assignments.
• Handle escalated situations with patients.
Multi-task and prioritize other responsibilities as assigned
This position does not provide patient care.
Disclaimer
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
Minimum Qualifications
Requirements - Required and/or Preferred
Name | Description |
|---|---|
Education: | Must have working-level knowledge of the English language, including reading, writing and speaking English. High school diploma is preferred and preference will be given to applicants who have earned a degree from an accredited college. |
Experience: | Requires one year experience in call center or healthcare experience preferred. |
License(s): | None. |
Certification(s): | None. |
Computer / Typing: | Must be proficient with Microsoft Office Suite, including Outlook, Word and Excel. Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. |
Benefits
Renown Health exists to make a genuine difference in the health and well-being of the people and communities we serve. And it is through your passion that this mission is made real every day. The relationship with employees is the foundation for success as we proceed with our strategic direction. We strive to build upon this solid partnership by offering a comprehensive and competitive benefits package that meets the diverse needs of employees and their family members.
With my CAREER Rewards there's peace of mind in knowing that Renown Health is also fighting for the most important things in your life - family, finances and future. Navigate options and make sure you are getting the most value from your Nursing career with us.
Paid Time Off
401(k) Company Match
Flexible Work Environment
Renown Health is northern Nevada's healthcare leader and Reno's only locally owned, not-for-profit health system. We are an entire network of hospitals, primary care offices, urgent care centers, lab services, medical specialties, and x-ray and imaging services - with more than 7,000 nurses, doctors and care providers dedicated to the health and well-being of our community.
For Providers: Renown Health and the University of Nevada, Reno School of Medicine (UNR Med) are affiliate partners in Nevada's first integrated academic health system. The affiliation aims to improve the health of the community, region, and state through research, medical education, and expanded clinical care. Renown physicians participate as joint faculty at UNR Med for teaching, lectures, supervising clinical rotations, and other academic activities for the education of medical and physician assistant students, residents and fellows.