Remote Customer Service Specialist II

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.

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

Note: Benefits may vary based upon position type and/or level.

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 care 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.

Essential Functions of the Role

• 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 care 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 help.
• 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 delicate information like PHI and payment details.
• Follows communication procedures, guidelines, and policies.
• Partners with peers to improve customer service.

Key Success Factors

• Master skills for Customer Service Specialist CBS 1; performs as a subject matter expert.
• 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 - 2 Years of Experience