ABOUT US

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and 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.

JOB SUMMARY

The Customer Service Specialist CBS 2 acts as a business analyst, examining and resolving customer billing issues. This position requires building confidence and trust by demonstrating excellence in communication with patients or guarantors. The Customer Service Specialist CBS 2 is a subject matter expert and may interface with insurance companies, facility personnel, and patients to resolve complex inquiries across different service areas.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 3 Years of Experience

• Manages large and complex inquiries. This may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve accounts.
• Builds sustainable relationships and trust with patients through open and interactive communication.
• Provide accurate, valid, and complete information by examining all available data in multiple patient accounting systems. Ensure 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 the products/services.
• Keeps records of patient interactions, processes patient accounts, and files documents. Has confidential conversations to discuss sensitive information like PHI and payment details.
• Follows communication procedures, guidelines, and policies.
• Partners with peers to improve customer service.