Coordinator Customer Service CBS

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:

- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1

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

Job Summary

The Coordinator Customer Service CBS is a revenue cycle expert. This role is the first contact and manager for Customer Service Specialists CBS. It acts as a liaison between the Specialists and the Supervisor of Customer Service CBS. The Coordinator monitors call volumes, productivity, and quality reviews. They assist with escalations and overflow calls as needed.

Essential Functions of the Role

- Builds sustainable relationships and trust with Customer Service Specialists CBS and patients through open and interactive communication.
- Provides support and training for less experienced team members.
- Provides accurate, valid, and complete follow through on escalations.
- Monitors call dashboard ensuring adequate coverage and correct procedures are followed.
- Reviews weekly statistical performance reports.
- Assesses performance for team and individuals and identify improvement opportunities and proactively works with Supervisor to improve performance.
- Effectively communicates expectations and results to staff, reviewing areas of success as well as any opportunities for improvement as needed.
- Performs quality reviews (QR) for the staff and ensures consistency and fairness when doing so.

Key Success Factors

- Master skills for Customer Service Specialist CBS; performs as a team lead.
- Exceptional communication and leadership skills.
- Subject matter expert for Epic and Revenue Cycle Operations.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - 4 Years of Experience