The Customer Service Specialist performs as a business analyst in a complex business office and analyzing and resolving advances customer issues. The Customer Service Specialist requires instilling confidence and trust and demonstrating operational excellence when communicating to the public. The Customer Service Specialist confers with customers by telephone, email, or in-person to troubleshoot and resolve issues within a single region (CTX or NTX). The Customer Service Specialist researches financial issues on customer accounts and ensure issues are effectively resolved in a timely manner. The Customer Service Specialist recognizes and advises management of trends that could lead to future or recurring customer service issues. The Customer Service Specialist reviews the patient accounting system to ensure all communications are covered, explained, and documented. The Customer Service Specialist maintains courteous and personalized service to the customer. The Customer Service Specialist resolves customer grievances and escalate the appropriate issues to supervisor or other departments. The Customer Service Specialist interprets a variety of specialized communications/documents, including commercial/managed care EOBS, Medicare remittances, and Medicaid R&S.
The ideal candidate for the Customer Service Specialist will be able to multi-task in a fast paced environment and have exceptional phone etiquette. The ideal candidate for the Customer Service Specialist will have basic computer skills (Outlook, Word, and Excel) and have the ability to follow accounts through to completion. The ideal candidate for the Customer Service Specialist will also have soft collection experience, have exceptional skills in conflict resolution, salesmanship, and patient-centered communication, and have advanced technical knowledge of the Business office.
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!