Customer Service Rep I

  • Organization

  • Shared Services Center - Fort Wayne Shared Services Center - Fort Wayne

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  • Full Time

Job Description


Detailed description:

If you are a creative and flexible problem-solver who wants to be an advocate for our patients and be part of a passionate team in a dynamic industry, this job is for you.

Rewards for Doing Work That Matters – What’s in it for you:

  • Competitive rates
  • Open availability from 8:00am-7:00pm, Monday-Friday
  • Cash bonuses (based on facility performance) up to $750.00 per quarter
  • Health Insurance Benefits (Medical, Dental, Vision, Flexible Spending Account, Short and Long Term Disability)
  • Paid vacation days
  • Paid sick leave
  • Extra perks and discounts (discounts for shopping and entertainment, tuition reimbursement, adoption reimbursement, Employee Assistance Program)
  • Promotional opportunities
  • An employee-friendly environment focused on patient satisfaction

Essential Duties:

  • Responds to telephone and/or written inquiries from patients, attorneys, insurance companies and vendors (phone, email, voicemail, fax) using predefined scripts.
  • Makes outbound calls manually and/or through a dialer system using predefined scripts to assist in resolution of accounts. 
  • Advises patients on how to utilize self-service platform to perform self-service transactions.
  • Develops a broad base of knowledge with respect to CHS processes and protocols to leverage efficiency and efficacy.
  • Executes Call Center responses, providing a high standard of customer service and satisfaction
  • Maintains performance metrics in line with Call Center key performance indicators (KPIs)
  • Provides a customer focused experience through the timely and accurate completion of queries and activities
  • Demonstrates ability to work with confidential data. 
  • Processes and inputs patient data 
  • Responsible for ongoing housekeeping and maintenance of electronic CHS personnel files. 
  • Manages the delivery of the document request, archiving processes, and secured disposal.
  • Communicates through written and verbal communications with all staff levels. 
  • Adapts to a rapidly changing environment.
  • Record and maintain accurate activity information tracking through to timely closure. 
  • Escalates more complex queries to the specialized Team or Team Leader.
  • Working knowledge of basic Information Technology, Customer Skills, and Data based systems.     
  • Contributes to wider Call Center initiatives as required.
  • Takes responsibility for keeping up to date with CHS policy, procedures and process developments.
  • Ensures compliance with confidential data at all times.

Job Requirements

  • High School diploma required
  • 2 years of Customer Service experience required
  • Knowledge of call center operations and basic knowledge related to customer service skills, policies and procedures preferred
  • Emphasizing attention to detail of daily responsibilities
  • Demonstrates a professional, friendly and approached manager, coupled with the ability to communicate with staff at all levels especially under pressure.
  • Ability to work independently with a customer focus 
  • Excellent organizational skills
  • Excellent written and verbal communication skills
  • Effectively deal with difficult people in a professional manner
  • Ability to manage multiple projects and tasks

Wow Factors

  • Previous medical office experience including working knowledge of revenue cycle, medical terminology, and insurance claim filing experience
  • Billing or other revenue cycle certifications
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