Customer Service Call Center Specialist
Company: Billings Clinic
Posted on: September 22, 2022
Youll want to join Billings Clinic for our outstanding quality
of care, exciting environment, interesting cases from a vast
geography, advanced technology and educational opportunities. We
are in the top 1% of hospitals internationally for receiving Magnet
Recognition consecutively since 2006.
And youll want to stay at Billings Clinic for the amazing teamwork,
caring atmosphere, and a culture that values kindness, safety and
courage. This is an incredible place to learn and grow. Billings,
Montana, is a friendly, college community in the Rocky Mountains
with great schools and abundant family activities. Amazing outdoor
recreation is just minutes from home. Four seasons of sunshine!
You can make a difference here.
Billings Clinic is a community-owned, not-for-profit, Physician-led
health system based in Billings with more than 4,700 employees,
including over 550 physicians and non-physician providers. Our
integrated organization consists of a multi-specialty group
practice and a 304-bed hospital. about Billings Clinic (our
organization, history, mission, leadership and regional locations)
and how we are recognized nationally for our exceptional
We provide a comprehensive and competitive benefits package to all
full-time employees (minimum of 24 hours/week), including Medical,
Dental, Vision, 403(b) Retirement Plan with employer matching,
Defined Contribution Pension Plan, Paid Time Off, employee wellness
program, and much more. for more information or .
Magnet: Commitment to Nursing Excellence
Billings Clinic is proud to be recognized for nursing excellence as
a Magnet-designated organization, joining only 97 other
organizations worldwide that have achieved this honor four times.
The re-designation process happens every four years. to learn
All new employees must complete several pre-employment requirements
prior to starting. to learn more!
Customer Service Call Center Specialist
PATIENT FINANCIAL SERVICES (Billings Clinic Main Campus)
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours (Non-Exempt)
Starting Wage DOE: $15.00 - 18.15
The Self-Pay Collections Call Center Specialist is responsible for
one of the lasting impressions a patient will have of Billings
Clinic by providing exemplary customer service within the Patient
Financial Services Call Center. The Self-Pay Collections Call
Center Specialist will respond to a variety of questions from
patients for both hospital and clinic services, providing
assistance in resolving concerns as quickly and efficiently as
possible, providing education both verbally and via mail in an
effort to manage the patient and/or guarantors expectations as a
patient/customer of Billings Clinic as it relates to the self-pay
billing and collection processes. The Self-Pay Collections Call
Center Specialist is responsible for appropriate initial call outs
and follow up calls until account balance is resolved. The Self-Pay
Collections Call Center Specialist is responsible for supporting
consumer requests, including processing one-time and reoccurring
payments. They work to identify additional contact information. A
majority of their time will be spent on the auto-dialer handling
calls and account management.
Essential Job Functions
- Supports and models behaviors consistent with the mission and
philosophy of Billings Clinic and department/service. Provides
lasting impression of Billings Clinic Patient Financial Services
Department to patients and family members. Focus on patient service
is first and foremost. Empowered to initiate service recovery as
Answers multi-line phone system and responds to a variety of
questions from patients, reconciliation of account balances and
complaints regarding services received, provides assistance in
resolving concerns as quickly and efficiently as possible, provides
education both verbally and via mail in an effort to manage the
patient and/or guarantors expectations as a patient/customer of our
facility as it relates to the patient self-pay balance and payment
arrangements. Responsible for callbacks to patient/guarantor within
one business day with resolution and/or status.
Verifies and/or obtains all payments on self-pay balances following
Billings Clinic Policies and Procedures.
Interviews patients or family members regarding finances on past
due accounts. Locates and telephones patients or guarantors and
works with patients or guarantor to establish mutually payment
arrangements. Inputs all collection activity to meet state and
federal guidelines in patient notes on computer system.
Responsible to ensure that all regulatory collection practices
including FDCPA (Federal Debt Collection Practices Act) regulations
as well as TCPA (Telephone Collections Practice Act) are followed
and maintained within the Billings Clinic collection practices.
Work in conjunction with insurance call center to ensure that
claims have appropriate information on them for submission to
insurance companies or agencies by reviewing errors and other
prebilling insurance reports/worklists.
Utilizes performance improvement principles to assess and improve
Identifies needs and sets goals for own growth and development;
meets all mandatory organizational and departmental
Maintains competency in all organizational, departmental and
outside agency environmental, employee or patient safety standards
relevant to job performance.
Performs other duties as assigned or needed to meet the needs of
- High School or GED
- One year of previous office experience
Patient accounts or insurance billing experience, preferred
Or an equivalent combination of education and experience relating
to the above tasks, knowledge, skills and abilities will be
Billings Clinic is Montanas largest health system serving Montana,
Wyoming and the western Dakotas. A not-for-profit organization led
by a physician CEO, the health system is governed by a board of
community members, nurses and physicians. Billings Clinic includes
an integrated multi-specialty group practice, tertiary care
hospital and trauma center, based in Billings, Montana. Learn more
Billings Clinic is committed to the principles of Equal Employment
Opportunity. All policies and processes are designed toward
achieving fair and equitable treatment of all employees and job
applicants. Employees are encouraged to discuss any concerns they
have in this regard with their immediate supervisor and/or the Vice
President People Resources. All employees and job applicants will
be provided the same treatment in all aspects of the employment
relationship, regardless of race, color, creed, religion, national
origin, gender, gender identity, sexual orientation, age, marital
status, genetic information or disability.
Keywords: Billings Clinic, Billings , Customer Service Call Center Specialist, Hospitality & Tourism , Billings, Montana
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