Customer Service Specialist

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

The Customer Service Specialist acts as a business analyst in a complex office, examining and resolving advanced customer issues. This position requires instilling confidence, care, and demonstrating operational excellence when communicating with the public.

Essential Functions of the Role

• Confers with customers by telephone, email, or in-person to troubleshoot and resolve issues within a single region (CTX or NTX).
• Researches financial issues on customer accounts and ensures issues are effectively resolved in a timely manner.
• Demonstrates salesmanship qualities when communicating with the customer. Collects the balance or resolves issues that could escalate to upper management.
• Recognizes and advises management of trends that could lead to future or recurring customer service issues.
• Reviews the patient accounting system to ensure all communications are covered, explained, and documented.
• Maintains courteous and personalized service to the customer.
• Resolves customer grievances and escalates the appropriate issues to supervisor or other departments.
• Interprets a variety of specialized communications/documents, including commercial/managed care EOBS, Medicare remittances, and Medicaid R&S.

Key Success Factors

• Must be able to multi-task in a fast-paced environment.
• Must have exceptional phone etiquette.
• Must possess exceptional professionalism with customer communication.
• Basic computer skills (Outlook, Word, Excel).
• Must be able to follow accounts through to completion.
• Soft collection experience is preferred.
• Must have exceptional skills in conflict resolution, salesmanship, and patient-centered communication.
• Must have advanced technical knowledge of the Business office.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 2 Years of Experience