Ensemble Health Partners
Customer Service Specialist II
Ensemble Health Partners, Cincinnati, Ohio, United States, 45208
Overview
Customer Service Specialist II role at Ensemble Health Partners. The Customer Service Specialist II is responsible for handling incoming calls from patients and addressing their customer service needs. This role focuses on resolving phone inquiries, as well as managing all written and documented communications within the systems. The specialist is dedicated to meeting business needs and must possess comprehensive knowledge of the entire revenue cycle to effectively support patients and ensure their accounts are managed efficiently and in compliance with regulations. Responsibilities
Answer inbound phone calls during peak call hours. Investigate and resolve patient-related account issues and facilitate communication with other departments as needed. Research and respond to account inquiries in a timely manner. Respond to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc. Demonstrate knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues. Demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position. Review correspondence queues, take appropriate action, and document accounts accordingly. Provide occasional floor coordination to ensure the team follows correct processes/procedures. Contribute to a dynamic work environment by acting as a subject matter expert and providing team assistance as needed. Proactively identify opportunities to improve workflows and overall processes to reduce patient effort. Assist with the training and onboarding of new customer service staff. Qualifications
1-3 years of experience in the healthcare industry Call Center experience strongly preferred Minimum Education
High School Diploma or GED Certifications
Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored) Knowledge, Skills and Abilities
Experience in physician and hospital operations Compliance and provider relations Customer Service and Call Center experience preferred Critical Thinking Problem Resolution Ability to work in a remote work environment Join An Award-winning Company
Five-time winner of “Best in KLAS” 2020-2022, 2024-2025; Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024; HFMA MAP Awards for High Performance in Revenue Cycle 2019-2024; Everest Group RCM Operations PEAK Matrix 2024; HBI Revenue Cycle Awards 2020, 2022-2023; Energage Top Workplaces USA 2022-2024; Fortune Best Workplaces in Healthcare 2024; Monster Top Workplace for Remote Work 2024; Great Place to Work certified 2023-2024. Evidence of a strong culture of innovation, flexibility, leadership, and values; information on benefits and professional growth is provided below. Benefits and Growth
Associate Benefits – comprehensive benefits package including healthcare, time off, retirement, and well-being programs. Culture – collaborative, growth-oriented environment. Growth – professional certification opportunities and tuition reimbursement. Recognition – incentive programs for performance. Employment Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Hospitals and Health Care Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on protected characteristics. Reasonable accommodations are available in accordance with the Americans with Disabilities Act. If you require accommodation in the application process, please contact TA@ensemblehp.com.
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Customer Service Specialist II role at Ensemble Health Partners. The Customer Service Specialist II is responsible for handling incoming calls from patients and addressing their customer service needs. This role focuses on resolving phone inquiries, as well as managing all written and documented communications within the systems. The specialist is dedicated to meeting business needs and must possess comprehensive knowledge of the entire revenue cycle to effectively support patients and ensure their accounts are managed efficiently and in compliance with regulations. Responsibilities
Answer inbound phone calls during peak call hours. Investigate and resolve patient-related account issues and facilitate communication with other departments as needed. Research and respond to account inquiries in a timely manner. Respond to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc. Demonstrate knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues. Demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position. Review correspondence queues, take appropriate action, and document accounts accordingly. Provide occasional floor coordination to ensure the team follows correct processes/procedures. Contribute to a dynamic work environment by acting as a subject matter expert and providing team assistance as needed. Proactively identify opportunities to improve workflows and overall processes to reduce patient effort. Assist with the training and onboarding of new customer service staff. Qualifications
1-3 years of experience in the healthcare industry Call Center experience strongly preferred Minimum Education
High School Diploma or GED Certifications
Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored) Knowledge, Skills and Abilities
Experience in physician and hospital operations Compliance and provider relations Customer Service and Call Center experience preferred Critical Thinking Problem Resolution Ability to work in a remote work environment Join An Award-winning Company
Five-time winner of “Best in KLAS” 2020-2022, 2024-2025; Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024; HFMA MAP Awards for High Performance in Revenue Cycle 2019-2024; Everest Group RCM Operations PEAK Matrix 2024; HBI Revenue Cycle Awards 2020, 2022-2023; Energage Top Workplaces USA 2022-2024; Fortune Best Workplaces in Healthcare 2024; Monster Top Workplace for Remote Work 2024; Great Place to Work certified 2023-2024. Evidence of a strong culture of innovation, flexibility, leadership, and values; information on benefits and professional growth is provided below. Benefits and Growth
Associate Benefits – comprehensive benefits package including healthcare, time off, retirement, and well-being programs. Culture – collaborative, growth-oriented environment. Growth – professional certification opportunities and tuition reimbursement. Recognition – incentive programs for performance. Employment Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Hospitals and Health Care Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on protected characteristics. Reasonable accommodations are available in accordance with the Americans with Disabilities Act. If you require accommodation in the application process, please contact TA@ensemblehp.com.
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