Providence Customer Care Specialist (FTE 1.0, Days) in Portland, Oregon
Providence St. Joseph Health is calling a Customer Care Specialist (Full-Time, Days) to our Business Office Park Building location in Portland, OR.
We are seeking a Customer Care Specialist to contribute to the achievement of service delivery, performance standards, and financial targets by:
• Ensuring PH&S patients have a positive customer experience while resolving patient accounts timely.
• Being available to assist customers by closely adhering to set schedules and handle time standards.
• Treating customers with compassion and respect as well as protecting their privacy.
The incumbent performs all duties in a manner that promotes the Providence mission, values, and philosophy. In all aspects, the incumbent serves as a role model for the values and mission of the organization
In this position you will:
Handle calls to and from patients, insurance companies, clients and various other sources to bring about prompt account resolution.
Take the initiative to secure payment or resolve account balances, contributing to the achievement of financial targets.
Pre-screen patients for potential financial assistance eligibility and follow through with initiating the appropriate paperwork.
Analyze billing issues and patient questions to determine next course of action such as updating status codes and fiscal fields.
Log and resolve lower level patient complaints and refer more complex complaints to Customer Care Coordinators.
Research payment discrepancies by retrieving documents and coordinate appropriate corrections.
Follow-up on Collection Agency complaints as necessary across regions.
Ensure deadlines are met and service delivery standards achieved.
Request adjustments in line with company guidelines and approval authority limits.
Maintain accurate, clear, concise, and complete account information in Providence Health & Services Revenue Cycle primary system.
Promote Providence Health & Services as a premier service organization by treating customers with compassion and respect and ensuring that service delivery targets are met.
Closely adhere to set schedules and handle time standards.
Report recurring problems to leadership.
Maintain confidentiality of all patient demographic, medical, and financial information. Maintain confidentiality of all Providence Health & Services Revenue Cycle and client information. Ensure proper handling and disposal of confidential documents and adherence to all HIPAA rules and regulations.
Comply with all applicable Federal, State, and local laws, regulations, and requirements as well as Providence Health & Services policies and procedures in all aspects of job performance.
Required qualifications for this position include:
High school diploma or GED.
2 years experience in customer service.
Note: Staff coming on board as “on-call” (non-benefited) may have the education and experience requirements waved.
Preferred qualifications for this position include:
- Associate or Bachelor's Degree.
About the department you will serve.
One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
For information on our comprehensive range of benefits, visit:
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Patient Services
Req ID: 280059