Customer Service Specialist CBS

Baylor Scott & White Health; Dover (DE); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Tuition reimbursement

PTO from Day 1

Job summary

Baylor Scott & White Health in Dover, DE is seeking a Customer Service Specialist CBS (Centralized Business Services) to analyze and resolve patient billing inquiries and interface with insurance when needed. You will manage complex inquiries, build trust with patients, document interactions, and support cross-functional teams to ensure accurate accounts and timely resolutions.

This role requires a high school diploma and at least 3 years of customer service experience; benefits include health

Qualifications

• HS Diploma or GED required.
• Minimum 3 years of experience in customer service or related role.
• Experience in billing or healthcare environment recommended.

Responsibilities

• Handles complex inquiries from patients, providers, and insurers to resolve accounts.
• Builds trust through clear, empathetic communication with patients.
• Provides accurate information using multiple patient account systems and documents interactions.
• Meets call goals and productivity standards for the team.
• De-escalates dissatisfied patients and offers support.
• Guides callers through troubleshooting and navigation of company site or services.
• Keeps records of patient interactions and processes accounts.
• Follows communication procedures, guidelines, and policies.
• Collaborates with peers to improve customer service.

Skills

Customer service

Communication

Problem solving

Billing knowledge

Interpersonal skills

Education

HS Diploma/GED

Tools

Epic SBO

Job description

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott & White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Customer Service Specialist CBS (Centralized Business Services) performs as a business analyst, analyzing and resolving customer billing issues. This position requires instilling confidence and trust by demonstrating excellence when communicating with a patient or guarantor. The Customer Service Specialist CBS performs as a subject matter expert and may be asked to interface with insurance companies and facility personnel in addition to patients in order to resolve complex inquiries across different service areas.

Essential Functions of the Role

• Manages large and more complex amounts of incoming inquiries, which may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve customer accounts.

• Builds sustainable relationships and trust with patients through open and interactive communication.

• Provides accurate, valid, and complete information by analyzing all available data found in multiple patient account systems and ensures all communications are covered, explained and documented.

• Meets customer service team call handling goals and productivity standards.

• De-escalates situations involving dissatisfied patients, offering patient assistance and support.

• Guides callers through troubleshooting, navigating the company site, or using products/services.

• Keeps records of patient interactions, processes patient accounts and files documents.

• Follows communication procedures, guidelines, and policies.

• Collaborates with peers to improve customer service.

Key Success Factors

• Knowledge of specialty billing; provider-based billing, hybrid billing.

• Working knowledge of SBO environment and non-SBO environment in Epic.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent

• EXPERIENCE - 3 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.