Customer Service Representative – Escalation, Self-Pay

Jobtailor; Park Hills (MO); On-site; USD 36,000 - 52,000; Full time

Job summary

Trinity Health is seeking a customer service specialist to support hospital revenue operations. The role focuses on billing inquiries, payments, and patient assistance from self-pay and insurance perspectives.

Responsibilities include documenting interactions, tracking trends, and escalating issues to supervisors as needed while maintaining compliance with policies and deadlines.

Qualifications

• Education: High school diploma or Associate's degree in Accounting, Business Administration, or related field, or 1+ year of revenue cycle experience.
• Experience in a complex, multi-site environment preferred.
• Previous service/call center experience.
• Strong verbal and written communication skills.
• Organizational abilities and attention to detail are essential.
• Ability to respond to customer inquiries and expectations efficiently and effectively.
• Capable of working independently and using keyboard/telephone proficiently.
• Familiarity with Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Regulatory certifications and skills validation are a plus.

Responsibilities

• Perform day-to-day customer service activities within hospital revenue operations.
• Handle self-pay and insurance billing inquiries and revenue-cycle functions.
• Assist patients with billing issues, including payment plans and complaints.
• Document customer interactions and results in systems.
• Track trends and recommend resolutions to supervisor.
• Escalate issues to Supervisor Customer Service when needed.
• Submit reports and trends to stakeholders.
• Maintain knowledge of Trinity Health policies and regulations.

Skills

Customer service

Revenue cycle

Verbal and written communication

Organizational abilities

Attention to detail

Time management

Problem solving

Independent work

Collaboration

Education

High school diploma or Associate's degree in Accounting or related field

Tools

Microsoft Office

Job description

• Perform day-to-day customer service activities within hospital revenue operations
• Handle self-pay and insurance billing and collection inquiries, requests, and related revenue-cycle functions
• Assist patients with billing issues, including setting up payment plans and responding to complaints and general inquiries
• Document customer complaints, issues, interactions, actions taken, and results in appropriate systems
• Track customer service encounter trends and recommend resolutions to the supervisor
• Independently resolve or escale customer complaints and issues to the Supervisor Customer Service
• Perform and track customer service communication and follow-up processes
• Submit timely reports and trends to key stakeholders
• Perform other duties assigned by the supervisor
• Maintain knowledge of applicable laws, regulations, and Trinity Health policies and Code of Conduct

Requirements

• High school diploma or Associate's degree in Accounting, Business Administration, or related field and successful completion of Trinity Health Trainee program, related program productivity and quality standards; or at least one year of relevant experience and knowledge of revenue cycle functions and systems; or an equivalent combination of education and experience
• Experience in a complex, multi-site environment preferred
• Previous service/call center experience
• Ability to respond to customer inquiries and expectations efficiently and effectively
• Excellent verbal and written communication skills
• Organizational abilities
• Strong interpersonal skills
• Accuracy, attention to detail, and time management skills
• Ability to work independently and operate a keyboard and telephone effectively
• Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel
• Completion of regulatory/mandatory certifications and skills validation competencies preferred
• Comfortable operating in a collaborative, shared leadership environment
• Ability to comply with Trinity Health policies and procedures
• Ability to work in a typical office environment and handle frequent communication, deadlines, multiple concurrent projects, interruptions, and changing priorities

Core Competencies

Demonstrates expertise in customer service within hospital revenue operations, including billing and collection inquiries, while maintaining compliance with applicable laws and regulations. Proficient in documenting interactions and trends to enhance service delivery and operational efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Revenue Cycle Functions
• Verbal And Written Communication Skills
• Organizational Abilities
• Attention To Detail

ATS Optimization Keywords

Hard Skills

• Billing And Collection
• Revenue Cycle Knowledge
• Microsoft Office
• Data Documentation
• Payment Plan Setup

Soft Skills

• Interpersonal Skills
• Time Management
• Problem-Solving
• Independent Work
• Collaboration

Certifications & Qualifications

• Regulatory Certifications

Industry Keywords

• Healthcare
• Trinity Health Policies
• Customer Complaints Resolution
• Multi-Site Environment
• Service/Call Center Experience