Sr. Customer Service Representative - Revenue Cycle - Katy, TX

Senior Single Billing Office Customer Service Representative

At Houston Methodist, the Senior Single Billing Office (SBO) Customer Service Representative position is responsible for acting as a liaison between Houston Methodist, patients, providers, and payers for all post-care matters related to account resolution. This position interacts with all SBO sub-units and other hospital and Physician Organization service areas on a daily basis, cultivating good business relationships to promote harmony and effective communication to resolve patient concerns post care. The Senior SBO Customer Service Representative handles more complex inquiries and assists management with identifying trends impacting performance and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing / quality review to ensure accurate and appropriate billing and account resolution. Other duties include serving as a resource, trainer, and mentor to other team members.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED

Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values :
• INTEGRITY : We are honest and ethical in all we say and do.
• COMPASSION : We embrace the whole person including emotional, ethical, physical, and spiritual needs.
• ACCOUNTABILITY : We hold ourselves accountable for all our actions.
• RESPECT : We treat every individual as a person of worth, dignity, and value.
• EXCELLENCE : We strive to be the best at what we do and a model for others to emulate.
• Practices the Caring and Serving Model
• Delivers personalized service using HM Service Standards
• Provides for exceptional patient / customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
• Intentionally collaborates with other healthcare professionals involved in patients / customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience
• Involves patients (customers) in shift / handoff reports by enabling their participation in their plan of care as applicable to the given job
• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

SERVICE ESSENTIAL FUNCTIONS

QUALITY / SAFETY ESSENTIAL FUNCTIONS

FINANCE ESSENTIAL FUNCTIONS

GROWTH / INNOVATION ESSENTIAL FUNCTIONS

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business / job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications

EDUCATION

WORK EXPERIENCE

License / Certification

LICENSES AND CERTIFICATIONS - REQUIRED

KSA / Supplemental Data

KNOWLEDGE, SKILLS, AND ABILITIES

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

ON-CALL

TRAVEL

Company Profile

Houston Methodist (HM) is one of the nation's leading health systems and academic medical centers. HM consists of eight hospitals : Houston Methodist Hospital,