About this role
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 Customer Service Digital Communication Specialist responds to patient billing inquiries. They resolve issues through digital channels like email, chat, and patient portal messaging.
Essential Functions of the Role
- Provide timely and accurate responses to patient billing questions while maintaining a professional and helpful demeanor
- Manage large amounts of email, patient portal, and chat communications
- Maintain a professional and helpful demeanor in all communications
- Provide accurate, valid, and complete information by examining all available data
- Meet customer service team productivity standards
- De-escalate situations involving dissatisfied patients, offering patient assistance and support
- Guide patients through troubleshooting, navigating the company site, or using the products/services
- Keep records of patient interactions, process patient accounts and file documents
- Follow communication procedures, guidelines, and policies
- Collaborate with peers and managers to provide excellent customer service
Key Success Factors
- Master skills for Customer Service Specialist
- Deep understanding of hospital billing, professional billing, specialty billing; provider-based billing, hybrid billing
- Excellent written communication skills
- Ability to multitask and manage a high volume of daily inquiries in an efficient and effective manner
- Working knowledge of SBO environment and non-SBO environment in Epic
- Performs as a subject matter expert. Assists Customer Service Specialists as needed for all service areas supported in Epic.
Belonging Statement
We believe that all people should feel welcomed, valued and supported.
QUALIFICATIONS
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - 2 Years of Experience