Customer Service Representative 1 (Hybrid)

Renown Health; Nevada; Ibrido; USD 26.000 - 33.000; Tempo pieno

Vantaggi offerti da questo lavoro

Education Assistance

Paid Time Off

401(k) Company Match

Flexible Work Environment

Descrizione del lavoro

Renown Health in Nevada is seeking a Customer Service Representative 1 (Hybrid) to join our patient financial services team. You will be the first point of contact for patients navigating billing, self-pay options, and financial assistance, delivering confident guidance across multiple channels.

The role emphasizes first contact resolution, accurate documentation, HIPAA compliance, and collaboration with care teams to maximize patient satisfaction while collecting balances in a respectful,

Competenze

• High school diploma required; college degree preferred.
• 1 year minimum in customer service or hospital/medical billing; 2+ years preferred.
• Spanish language skills desired.
• Proficient with Microsoft Office and able to use computer-based systems.

Mansioni

• Serve as front door for patients seeking guidance on financial journeys.
• Process requests, complaints, and education on Renown services to achieve first contact resolution.
• Assist with self-pay balances, negotiations, and payment plan options.
• Coordinate with care teams, insurance and billing partners to resolve inquiries.
• Document interactions accurately in systems; maintain HIPAA compliance.

Conoscenze

Customer service

Spanish (desired)

Formazione

High school diploma

College degree or equivalent experience

Strumenti

Microsoft Office Suite

Electronic Medical Record systems (EMR)

Descrizione del lavoro

Customer Service Representative 1 (Hybrid) | Renown HealthMyChartPay BillShop PlansDonateCareersBook AppointmentClerical & Administrative Support# Customer Service Representative 1 (Hybrid)Requisition ID: 190538Full Time - Eligible for BenefitsDay7am-6pm* $19.10 - $23.61Apply Now**Purpose:**This position represents the front door of the organization for patients seeking guidance to help them along their patient financial journey. This position will act as a liaison, primarily a patient advocate, between Renown, patient payer sources, self-pay discounts, and financial assistance programs, as well as patient financing options. The Customer Service Representative 1 (CSR1) assists Renown Health patients by processing their requests, complaints, concerns, and by providing education in utilizing the resources and services of the organization resulting in “first contact resolution”. The successful CSR1 will use their collection experience and expertise in order to go above and beyond to provide an excellent experience in a professional, expedient, and proficient manner. The candidate will re-engage patients with techniques in attempting to resolve any outstanding self-pay balances. This position identifies potential or existing service-related operational issues for the purpose of increasing customer retention and satisfaction. This position serves as the voice of the customer and will engage with peers, office staff, and leaders to resolve or escalate questions and concerns. This is a personally fulfilling role as it provides the opportunity to make a genuine difference in each life that is touched.## Nature and ScopeThe CSR1 is responsible for collecting maximum, targeted dollars on their assigned accounts in order to ensure the highest recover ability of self-pay accounts. High standards of courtesy, performance, diplomacy and respect for our patients and their confidentiality are essential. This position is responsible for working in a fast-paced environment using several modes of communication including telephone, chat, messaging, in person, and email. The CSR1 must be able to master systems and technology associated with the role and be comfortable working efficiently while multitasking.The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner. The CSR1 must also be able to determine ability to pay vs. willingness to pay and route their accounts appropriately when needed. To be successful in that capacity, the CSR1 must have excellent interpersonal skills to understand customer inquiries or complaints and manage through potential difficult conversations. The CSR1 must maintain this level of service while working with complex situations and high volumes. The CSR1 will act as the voice of the customer, advocating on their behalf to ensure they receive best in class service by proactively identifying and escalating priority issues, de-escalating when appropriate, and going above and beyond to meet customer needs. They must be able to learn quickly so they can acquire the service and product knowledge to answer customers' questions accurately. Their work must be concise and accurate. They must have good knowledge of telephone and computer systems so they can use Self Pay Call Center systems efficiently. This will be done in a consistently service-oriented manner to provide the highest level of satisfaction. The CSR1 makes no medical necessity decisions.The CSR1 must aim to deal with customer's inquiries and requests on the first contact and be willing to be flexible to meet the customers' needs. Concise and accurate documentation in systems of record is required using correct grammar and complete sentences.The Self Pay Call Center remote shifts occur on a set schedule. CSR1 team members are expected to be available for the entirety of their shift and work in a quiet private place that upholds HIPAA standards. The CSR1 must be willing to work at the times needed to provide service to meet customer needs. In the event of technical issues or power outages, staff will be required to commute to work on site. Some positions may include evening and holiday hours. This position requires onsite staff to support walk in patients/guarantors and other office duties.The CSR1 must be able to provide a variety of services to patients. These can include but are not limited to:• Provide excellent service utilizing basic knowledge of all services supported by Renown Health.• Manage multiple priorities and consistently meet call and collection activity goals.• Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work for one contact resolution. Answering and routing of high volume of inbound/outbound interactions through multiple channels and computer software systems. Communicating with customers to resolve inquiries using various platforms. Effectively coordinate all patient self-pay balance inquiries, including telephone, mail, email, MyChart billing messages, in person, statement vendor feedback and questions from patients/guarantors articulated with a high level of professionalism. Effectively negotiate payments/payment plans for patients as a part of short-term and log-term payment plan options.• Work effectively with professionals across the health system including clinical leadership and their respective team members, revenue cycle subject matter experts, insurance companies, and other third parties. Identify accounts eligible to transfer to outside bad debt collection agencies, requiring extensive knowledge on all state regulations and guidelines pertaining to bad debt collection and allocation Organize and collects patient financial information with little to no errors. Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes.• Handle inquires related to compliance and regulatory auditing. Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations.This position does not provide patient care## Minimum QualificationsRequirements - Required and/or Preferred| **Name** | **Description** || --- | --- || Education: | Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively. . High school diploma is required. A college degree or equivalent experience is preferred. || Experience: | Required to have strong customer services skills. Required 1 year and preferred 2 years or more of experience in a position involving customer service, hospital/medical billing, healthcare, or health insurance. Ability to speak Spanish desired. Experience in a call center environment preferred. || License(s): | None || Certification(s): | None || Computer / Typing: | Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Experience with electronic medical record systems is a plus. |### DisclaimerThe foregoing description is not intended to be, and should not be construed as, an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.## Total RewardsRenown 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 Total 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 career with us.### Education Assistance### Paid Time Off### 401(k) Company Match### Flexible Work Environment## CompensationAt Renown Health, we are committed to fair, transparent, and market-competitive compensation practices. Compensation decisions are based on a variety of factors, including relevant experience, qualifications, education, certifications, internal equity, and market considerations. When hiring, our goal is to place candidates appropriately within the pay structure based on the skills, experience, and qualifications they bring to the role, while maintaining consistency with our compensation philosophy and internal equity practices. The full pay range reflects the long-term earning opportunity associated with the position. Employees may also have opportunities for future compensation growth through professional development, expanded responsibilities, strong performance, and career advancement.## About Renown HealthRenown Health is Nevada’s first and only integrated academic health system. Serving northern Nevada, Lake Tahoe and northeast California with a diverse set of specialties and over 8,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. Our organization includes a Level II trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and an urgent care network.