Responsible for answering inbound customer service calls related to patient accounting questions. These calls will primarily be on physician practice accounts. When inbound call volumes are low incumbent may make outbound follow up calls on outstanding AR accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answer inbound customer service calls and make some outbound follow up calls in a professional, service oriented manner.
Answer the calls timely without drops/abandons.
Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
Assist with inbound faxes to identify issues and take action on account to facilitate faxed request.
Others may be assigned.
Required: High School Graduate or equivalent
1-2 years prior experience in an inbound call center and/or customer service environment; hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.
Bilingual English/Spanish - highly Preferred
Exceptional customer service skills including effective and efficient problem solving and analyzing skills
Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence, flexibility, and creative problem solving techniques
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
Ability to interpret and apply reimbursement aspects of managed healthcare contracts Attentive listening skills
Ability to clearly articulate a response to the customer using appropriate voice modulation
Job: Customer Service
Primary Location: Tucson, Arizona
Facility: Tucson Physician Group Holdings
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.