Customer Service Representative (FT- 1.0 FTE, Day Shift, On-Site)

Bozeman Health; Bozeman (MT); On-site; USD 32,000 - 42,000; Full time

Job summary

Bozeman Health is seeking a Customer Service Representative to provide effective service to patients and internal departments. This role requires excellent telephone communication and strong data entry skills while talking with patients.

Responsibilities include handling 65-80 calls per day, guiding callers, collecting balances, offering financial options, screening and routing calls, and using Epic to respond to inquiries.

Qualifications

• Six (6) months of experience serving a large number of customers in a fast-paced environment.
• Six (6) months of experience using a computer and typing with proficiency and accuracy.

Responsibilities

• Answer phones to respond to all inquiries made by patients, internal departments and other medical facilities. Learn to manage between 65-80 inbound and outbound calls per day.
• Make outbound calls to contact patients about their balances, offer financial assistance options, payment arrangements or validating insurance coverages.
• Screen and route patient calls to other departments efficiently.
• Respond to patient questions and needs by utilizing Epic efficiently.
• Maintain great working relationships and effective communication within the department and with other departments for the benefit of the patient.
• Other related duties and responsibilities as assigned.

Skills

Customer service

Phone skills

Data entry

Typing speed

Verbal/written communication

Education

High School Diploma or Equivalent

Tools

Epic

Job description

The Customer Service Representative is responsible for providing effective customer service to patients, internal departments, other medical facilities and resolve customer complaints/concerns. This position requires excellent telephone communication skills, and a high level of skill in entering data into the computer while talking with patients.

Required

Minimum Qualifications:

• Six (6) months of experience serving a large number of customers in a fast-paced environment
• Six (6) months of experience using a computer and typing with proficiency and accuracy

Preferred

• High School Diploma or Equivalent
• Prior work experience with medical and billing terminology
• Prior work experience in healthcare

Essential Job Functions

In addition to the essential functions of the job listed below, employees must maintain timely completion of all required education, trainings, and certificates as assigned and in accordance with Bozeman Health policies, department-specific requirements, applicable certification program and registry requirements, and other applicable regulatory requirements.

• Answer phones to respond to all inquiries made by patients, internal departments and other medical facilities. Learn to manage between 65-80 inbound and outbound calls per day.
• Make outbound calls to contact patients about their balances, offer financial assistance options, payment arrangements or validating insurance coverages.
• Screen and route patient calls to other departments efficiently.
• Respond to patient questions and needs by utilizing Epic efficiently.
• Maintain great working relationships and effective communication within the department and with other departments for the benefit of the patient.
• Other related duties and responsibilities as assigned.

Knowledge, Skills And Abilities

• Demonstrate sound judgment, patience, and maintain a professional demeanor at all times
• Exercise tact, discretion, sensitivity, and maintains confidentiality
• Perform essential job functions successfully in a fast-paced environment
• Learn current and new computer applications and office equipment utilized at Bozeman Health
• Strong interpersonal, verbal, and written communication skills
• Analyze, organize, and prioritize work while meeting multiple deadlines
• Demonstrate the Bozeman Health SPIRIT values of: Service, People, Integrity, Respect, Improvement, and Teamwork.

Schedule Requirements

• This role requires regular and sustained attendance.
• The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
• On-call work may be required to respond promptly to organizational, patient, or employee needs.

Physical Requirements

Lifting (Rarely - 30 pounds): Exerting force and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.

Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.

Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.

Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.

Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.

Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping and kneeling require flexibility and a wide range of motion in the spine and joints.

Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.

Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.

Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.

Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to read computer screens, printed materials, and handwritten materials.

Cognitive Skills (Continuously): Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.

Exposures (Rarely): Bloodborne pathogens, such as blood, bodily fluids, or tissues. Radiation in settings where medical imaging procedures are performed. Various chemicals and medications are used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances. Infectious diseases due to contact with patients in areas that may have contagious illnesses.

• Frequency Key: Continuously (100% - 67% of the time), Repeatedly (66% - 33% of the time), Occasionally (32% - 4% of the time), Rarely (3% - 1% of the time), Never (0%).

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.