Customer Service Specialist CBS

Baylor Scott & White Health; United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401(k) with match up to 5%

Tuition reimbursement

PTO from day 1

Job summary

Baylor Scott & White Health is seeking a Customer Service Specialist CBS to analyze and resolve patient billing inquiries, interfacing with patients, guarantors, physicians and insurance entities as needed. The role emphasizes clear communication, trust-building, and subject-matter expertise in centralized billing processes.

The specialist may coordinate with hospital and facility staff to address complex questions, ensuring accurate account records and adherence to company policies.

Qualifications

• HS Diploma or GED equivalent.
• Minimum 3 years of experience in customer service billing or related roles.

Responsibilities

• Handle large volumes of inquiries from patients, guarantors, and provider offices to resolve billing questions.
• Build trust with patients through clear, empathetic communication.
• Access and interpret data across multiple patient account systems to provide accurate information.
• Meet or exceed customer service call handling goals and productivity standards.
• De-escalate upset customers and guide them through troubleshooting and site navigation.
• Document all interactions and protect patient records in accordance with policies.
• Collaborate with colleagues to improve overall customer service performance.

Skills

Customer service

Billing knowledge

Epic SBO knowledge

Education

HS Diploma/GED Equivalent

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.

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

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