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Providence Customer Relations Specialist - Providence Elderplace in Portland, Oregon


Providence is calling a Customer Relations Specialist (1.0 FTE, Day Shift) to Providence Office Park in Portland, OR.

Apply Today! Applicants that meet qualifications will receive a invitation to complete an on demand Video interview with some additional questions from our Modern Hire System .

We are seeking a Customer Relations Specialist who will play a key role in problem-solving customer concerns related to contract provider payments, participants' personal incidental funds, new ElderPlace/PACE contracts and other administrative issues. Receives phone calls directly from participants and providers, researches payment issues, helps identify solutions and responds to customers in an efficient and always friendly manner, demonstrating excellent customer service skills. Participates in the development of orientation materials for newly contracted providers and orientation of providers to the PACE model of care and ElderPlace systems and structures.

In this position you will have the following responsibilities:

  • Receive phone calls directly from participants and/or participant representatives related to personal incidental funds or other administrative issues and concerns, contributes to resolution of issues and provides prompt follow-up.

  • Serve as a customer relations point of contact for PACE participants, family members and providers who have concerns about payment issues.

  • Receive phone calls and emails directly from contracted providers via the customer service phone line and email address.

  • Actively listen to provider concerns, identifies cause/s via research in the PACE Administrative Data System (PADS), contribute to resolution of issues and provide prompt follow-up to providers.

  • Support the establishment of new contracted providers through the responsibilities of vendor requests from A/P, vendor set-up in PADS and establishing direct deposits.

  • Responsible for orienting new contracted housing and medical providers to the PACE model of care and ElderPlace systems and structures; including initiating conversations with potential new providers, updating the Provider Manual, and explaining involvement of the PACE PCP, IDT and ElderPlace authorization processes.

  • Provide back-up and support as needed to the ElderPlace/PACE rep payee specialist, including work in Quickbooks and Microsoft Excel spreadsheets.

  • Post monthly SSI checks and other income sources. Distributes PIF money to participants, pays their bills and processes check requests on their behalf.

  • Ensure that all Trust and Agency payments are sent to the state. Completes all paperwork required by the Social Security Administration and others as requested.

  • Deposit Rep Payee checks to banking account that are sent directly to admin site, and verifies deposits for rental payments and private payments.

  • Perform other duties as assigned.


Required qualifications for this position include:

  • High School Diploma or Equivalent

  • 3 years Managing customer service calls, accounts payable, accounts receivable or other equivalent accounting experience

  • Strong verbal communication and listening skills

  • Demonstrated customer service skills

  • Articulate and responsive to colleagues

  • Demonstrated problem solving skills

  • Maintains a high degree of professionalism

  • Quickly troubleshoots and resolves problems

  • Possesses strong technical aptitude

  • In compliance with the Department of Human Services (DHS), a criminal background check is required for this position, based on assigned duties

Preferred qualifications for this position include:

  • Bachelor's Degree in Health Care, Marketing, Business, Accounting or related field -OR- equivalent education/experience

  • Experience with computerized spreadsheet application, managed care payment systems, QuickBooks Pro software or other business accounting software, MS Office products

About Providence in Oregon

As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.

The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple,

"Providence will provide the best care and service to every person, every time."

Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.

For information on our comprehensive range of benefits, visit:

Our Mission

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.

About Us

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.

Schedule: Full-time

Shift: Day

Job Category: Patient Services

Location: Oregon-Portland

Req ID: 290007