Customer Service Specialist II

Customer Service Specialist II

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

The Customer Service Specialist II is responsible for handling incoming calls from patients and addressing their customer service needs. This role focuses on resolving phone inquiries, as well as managing all written and documented communications within the systems. The specialist is dedicated to meeting business needs and must possess comprehensive knowledge of the entire revenue cycle to effectively support patients and ensure their accounts are managed efficiently and in compliance with regulations.

The Specialist of Customer Service performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to :

• Answer inbound phone calls during peak call hours.
• Investigating and resolving patient-related account issues and facilitating communication with other departments as needed.
• Researches and responds to account inquiries in a timely manner.
• Responds to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc.
• Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues.
• Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position.
• Review correspondence queues taking appropriate action and documenting accounts accordingly.
• Provide occasional floor coordination to ensure the team follows correct procedures.
• Contribute to a dynamic work environment by acting a subject matter expert and providing team assistance as needed.
• Proactively identifying opportunities to improve workflows and overall processes to reduce patient effort.
• Assisting with the training and onboarding of new customer service staff.

Employment Qualifications :

Minimum Education : High School Diploma or GED.

Certifications : Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored).

Knowledge, Skills and Abilities :

Join an award-winning company :

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include :

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.