Customer Service Rep 2

• Department: Patient Financial Services

• Entity: Champaign-Urbana Service Area

• Job Category: Clerical/Admin

• Employment Type: Full - Time

• Job ID: 40920

• Experience Required: 1 - 3 Years

• Education Required: Associates Degree

• Shift: Day

• Location: Urbana, IL

• Usual Schedule: M - F 8am - 5pm

• On Call Requirements: NA

• Work Location: Carle at The Fields

• Weekend Requirements: NA

• Holiday Requirements: NA

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  Position Summary:

  Proficient in the role of Customer Service Rep 1. . Handles escalated billing concerns and serves as an expert resource to staff and patients. Provides mentoring, training, and observing staff for quality assurance. Assists with creating training materials and developing operational process flows. Participates in project implementation. Involved in system testing and development. Builds and analyzes management summary reports. Provides coverage at regional sites.

  Qualifications:

  EDUCATIONAL REQUIREMENTS Associate's Degree in Related Field CERTIFICATION & LICENSURE REQUIREMENTS Driver's License upon hire. EXPERIENCE REQUIREMENTS Minimum of one year experience in health care with focus on health care finance operations and customer service. Proficient in Microsoft Office applications such as Word, Excel, Outlook, Visio Publisher and Receivables Management systems. SKILLS AND KNOWLEDGE Proficient in the role of Customer Service Rep 1. Ability to deescalate difficult situations and solve complex problems and issues with minimal or no supervision. Requires negotiation and listening skills. Must be a self-starter who is adept at problem solving and possesses the skills necessary to plan, organize, and achieve goals. Ability to multitask and adhere to work plans and timelines. Performs highly complex and varied tasks requiring independent decision making skills. Is innately inquisitive and serves as a role model to others throughout the organization. Proficient in Support Point.

  Essential Functions:

• Must be able to perform essential job functions of Customer Service Rep 1.

• Creates, updates and maintains all department policies and procedures to ensure best practices are enforced and adhered to.

• Handles escalated patient concerns. Keys adjustments on accounts.

• Assists with daily department flow, ensures appropriate staffing and optimal productivity levels.

• Provides mentoring, training and observing staff for quality assurance.

• In collaboration with supervisor, conducts regularly scheduled meetings with staff, facilities and collaborates on initiatives within the department, enterprise wide and with external entities. In addition, assists employees in solving work related matters.

• Participates in project implementation.

• Provides coverage at regional sites, main campus, and phone bank.

• Creates, builds, and, updates content in web based training tool (Support Point).

• Endorses and performs all required tasks associated with the Carle Experience such as, but not limited to, regular rounding with staff and completion of all reports needed to have meaningful and productive monthly meetings with the supervisor.

• Builds and analyzes management reports to identify patterns and trends and recommends opportunities for improvement.

• Acts as a resource and mentor to others.

• In collaboration with the supervisor or manager, prepares and follows annual budgets.

• Supports supervisor and manager, by interpreting and analyzing financial data to identify and monitor performance and establish benchmarks for the department.

• Participates in system testing and development related to system upgrades and process improvements.

  We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.