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Customer Service Representative II

Company: ThedaCare
Location: Appleton
Posted on: September 5, 2020

Job Description:

Why ThedaCare?ThedaCare's reputation for providing outstanding, individualized care is directly attributed to the unrelenting passion for safety and quality demonstrated by our team members. We advocate for each patient by providing timely information and convenient access that empower them to make confident decisions about their health. Our combined expertise allow us to better predict and prevent disease and support a more proactive approach to care, making a critical difference in the lives of our patients and their families.A career with ThedaCare means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you're interested in joining a healthcare system that is changing the face of care and wellbeing in our community, we encourage you to explore a future with ThedaCare.Job Description Summary :The Customer Service Representative II performs second level customer service following established escalation procedures to de-escalate customer concerns. Is responsible for successfully analyzing account to resolve escalated customer requests in a timely, accurate, and consistent manner. Provides daily support and development for customer service representatives to support the goal of resolving customer requests first pass without delay.Job Description:KEY ACCOUNTABILITIES:1. Demonstrates competency in key accountability of the customer service representative job.2. Provides daily support to customer service representatives by assisting with questions, escalations, first level inbound call center to reduce hold time, and overall problem solving to assist and support the team member's development.3. Resolves complex billing complaints and questions by examining and analyzing all aspects of the account to draw logical conclusions, collaborates with clinical operations and interdepartmental team members, and determines next steps for resolution.4. Completes work queues and other daily work associated with patient balances including processing bankruptcy notifications, financial assistance applications, balances due when patient is deceased, incorrect patient addresses, and past due accounts.5. Plans, designs, and develops training materials to support on boarding and training of new customer service representatives.6. Trains and validates competency of current and new team members.7. Maintains web page to ensure call flows and information is up to date as a resource for customer service representatives.8. Assumes job duties of the patient financial supervisor and/or co-workers in their absence.9. Performs other miscellaneous duties including collecting data and preparing reports, maintaining paper and computer files relative to the area, participating in team member meetings, supporting activities, and attending in-services and retreats to nurture personal and professional growth.QUALIFICATIONS: --- High school diploma or GED --- One year of experience working in a physician/hospital business office or three years working in a call center job (non-healthcare)PHYSICAL DEMANDS: --- Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance --- Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job dutiesWORK ENVIRONMENT: --- Use of computers throughout the work day --- Frequent use of keyboard with repetitive motion of hands, wrists, and fingers --- Normally works in climate controlled office environment --- Frequent sitting with movement throughout office spaceScheduled Weekly Hours:40Scheduled FTE:1Location:Corporate 1818 N. Meade Street Suite 130 Appleton - Appleton,WisconsinOvertime Exempt:No

Keywords: ThedaCare, Appleton , Customer Service Representative II, Sales , Appleton, Wisconsin

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