Customer Service Representative-I (Medical Billing Call Center) - PFS (Remote)

Customer Service Representative

Position Purpose : Work Remote Position (Pay Range : $19.2123-$28.8184)

Performs day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries. This position reports to the Supervisor PFS Customer Service.

Essential Functions :

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location.
• Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner.
• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
• Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
• Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders.
• Performs other duties as needed and assigned by the supervisor.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Minimum Qualifications :

Physical and Mental Requirements and Working Conditions :

Our Commitment :

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.