Sr Customer Service Rep

Children's Minnesota; Minneapolis (MN); On-site; USD 42,000 - 70,000; Full time

Job summary

Children's Minnesota is seeking a Senior Customer Service Representative to respond to inquiries regarding patient billing, and support customers with high-level communication and problem-solving skills. The ideal candidate will have over five years of experience in customer service, excellent organizational skills, and the ability to manage a dynamic workload effectively.

Qualifications

• 5+ years of customer service experience.
• Knowledge of HIPAA privacy standards and PCI compliance regulations.

Responsibilities

• Respond to inquiries on account balances and patient billing.
• Provide training and resolve complex questions.
• Demonstrate excellent customer service and communication skills.

Skills

Communication

Customer Service

Problem Solving

Detail-oriented

Organizational Skills

Time Management

Education

High School Diploma

Business related course work

Job description

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About Children’s Minnesota

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.

About Children’s Minnesota

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.

Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.

Position Summary

The Senior Customer Service Representative provides timely response and resolution to inquiries on account balances of the uninsured and underinsured patient as well as other patient out-of-pocket expenses related to co-insurance and deductibles. The representative responds to initial patient-family requests; provides detailed explanations of patient billing information; resolves patient-family questions; performs follow-up on outstanding concerns, and collaborates with other departments to research patient billing history. The position also supports the team by resolving complex questions and providing hands-on training. The position consistently demonstrates excellent customer service and communication skills.

License/Certification/Registration required? No

Education:

• High School Diploma required
• Business related course work preferred
  
  

Experience:

• 5+ years of customer service experience
• Experience working with a wide variety of PC applications
  
  

Knowledge/Skills/Abilities:

• Working knowledge of billing and follow-up processes
• Excellent customer service through oral and written communication to patients, families, and other external and internal contacts
• Excellent communication skills when dealing with patients, families, public, co-workers, and professional offices
• Knowledge of HIPAA privacy standards and PCI compliance regulations
• Proficient use of systems (computer, applications, phone systems)
• Basic knowledge of medical terminology
• Detail-oriented, good organizational skills, and ability to be self-directed
• Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
• Flexibility to perform other tasks as needed in an active work environment with changing work needs
• High-level problem solving, analytical, and investigational skills
• Ability to learn quickly and meet continuous timelines
• Exhibits behaviors consistent with principles of excellent service
• Demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
• Exhibits behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership and service, teamwork, compassion, integrity, and trust and respect)
  
  

Physical Demands

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The posted salary represents a market competitive range based on salary survey benchmark data for similar roles in the local or national market. When determining individual pay rates, we carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, internal equity and organizational needs.

In addition to your salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions that require night, weekend or on-call work may be eligible for shift differentials or premium pay.

All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.

Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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