Financial Health Coach

Baycare; Florida; On-site; USD 38,000 - 62,000; Full time

Job summary

BayCare in the Tampa Bay area seeks a customer service specialist to lead the patient financial billing team and support escalated inquiries. You will respond to questions via phone and email, acting as a subject matter expert across the Patient Financial Solutions areas.

Responsibilities include documenting responses, training staff, monitoring productivity, and helping meet BayCare service level goals. Requires HS diploma, 2 years CS, 5 years in related field, and CPAT/CPAM/CCAT within 1 year.

Qualifications

• High School Diploma or Equivalent AND 2 years of customer service and 5 years in related field.
• CPAT/CPAM/CCAT within 1 year of hire/transfer into the job.
• Strong communication, listening and documentation skills; able to multi-task between systems and customer contacts.

Responsibilities

• Provide leadership and team member support for all patient financial billing inquiries and escalated calls.
• Respond to patient concerns via telephone and email; identify needs and document appropriately.
• Train team members on processes and communication; monitor productivity and service levels.
• Assist with daily forecast scheduling and ensure adequate coverage to meet goals.

Skills

Active listening

Communication skills

MS Office

Customer service

Multi-tasking

Escalated calls handling

Education

High School Diploma or Equivalent

Associates Degree

Tools

MS Office (Word, Outlook, Excel)

Job description

Details

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

Summary: Provides leadership and team member support for all patient financial billing inquiries and escalated calls from the Patient Financial Solutions team prior to management intervention. Works collaboratively with all patient financial solutions areas to serve as the subject matter expert to assist in patient financial inquiries. Services inbound and outbound communications via telephone and email responding to patient concerns. Identifies customers needs quickly, quality checking inbound calls, monitoring productivity, meeting with team members regularly that handle patient inbound calls, contacting and communicating with all service areas for all lines of business to resolve patient concerns. Documents responses for all escalated patient concerns and complaints in the appropriate format. Trains all team members on processes and communication to patients. Assists daily in monitoring, trending and reporting for continuous process improvement practices. Assists management on daily forecast schedule to ensure adequate coverage is secured resulting in meeting the BayCare service level goals. Applies comprehensive knowledge of the revenue cycle to effectively ensure a consistent extraordinary customer financial experience. Handles incoming call request from team members, social media as well as the community by assisting with their needs and/or directing them to the appropriate area.

Minimum Qualifications:

Other information: High School Degree or Equivalent AND 2 years of customer service and 5 years in related field

CPAT (Patient Accounts) OR CPAM (Patient Accounts) OR CCAT (Clinical Account) within 1 year of hire/transfer into the job.

Required skills include: active listening, verbal and written communication skills, ability to multi-task between systems while communicating with the customer and documenting the account within the appropriate database; MS Office (Work, Outlook, Excel), ability to handle escalated calls to resolve issues with professional and patient, ability to grasp operation concepts, objectives and follow routing procedures using appropriate judgement.

Education:

• HS Graduate or Equivalent GED

Nonessential Education:

• Associates Degree

Education equivalent experience:

Essential: Required - High School or Equivalent; Preferred - Associates - Related Field

Nonessential: Required - High School or Equivalent; Preferred - Associates - Related Field

Credentials:

Nonessential:

• AAHAM Cert Patient Account Technician
• AAHAM Cert Patient Account Manager
• AAHAM Cert Clinical Account Technician

Experience:

Essential:

• Customer Service
• Related Field

Nonessential:

• Billing
• Collections
• Healthcare
• Supervisory Role

Facility: BayCare Health System, CBO Customer Service-BCHS

Location: BayCare Central Billing Office

Status: Full Time, Exempt: No

Shift Hours: 8AM-4:30PM

Shift: Shift 1

Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies

Weekend Work: None

On Call: No

How often will this team member be working remotely? Never

Equal Opportunity Employer Veterans/Disabled