Customer Service Representative II

Pay Range: $ 20.76/hr - $ 24.40/hr - $ 28.03/hr *Please note, the highest starting rate as a new hire is $24.40/hr, based on applicable experience. POSITION SUMMARY:

The Customer Service Representative II provides personalized and effective customer service to patients, family members, physician office staff, insurance companies and the general public. The Customer Service Representative II is responsible for responding to phone inquiries regarding patient accounts.# They analyze the patient#s account as needed to answer questions as well as assists patients and their families in meeting financial obligations to Enloe Medical Center and may offer approved payment plans or community service (charity care) consideration. All communication with patients is handled in a compassionate and helpful manner.

They research and resolvesproblems identified by the customer (patient) including making appropriate corrections to accounts when needed.# EDUCATION / TRAINING / EXPERIENCE: Minimum: One year customer service experience to include analyzing # solving customer questions # concerns OR#one year experience in an office setting in which your primary job duties include answering phones and using a computer.

Desired:

Completed course in Medical terminology# Prior experience in hospital or physician practice collection Previous experience with telephone call center LICENSES / CERTIFICATIONS: Desired: Greater than or equal to 8,000 KPH Typing certification (Current certificate within three years required.) SKILLS / KNOWLEDGE / ABILITIES:

Must possess strong communication skills, both oral and written. Must have excellent telephone and interpersonal skills to maintain a high degree of rapport with patients, family members, physician office staff, insurance companies, and the general public.# Must be skilled in dealing with customers# concerns and possess negotiation skills.# Must be able to follow instructions, work quickly and accurately in a fast paced environment.# Basic computer knowledge and capable of using computer skills for a variety of support functions.# Organizational and multi-tasking skills are essential.

10/4/17-Uploaded TC

3/18/19 updated TC