Customer Service Coordinator I

Job Profile Summary 

​ This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care.  In addition, this role focuses on performing the following Customer Service duties: Guides the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require.    An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment.  The majority of time is spent in the delivery of support services or activities, typically under supervision.  An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation. 

Hours: 32 hours weekly, 10:30am-7pm, Includes every other weekend and every other holiday requirement.

What We Offer: 
• Competitive salaries & benefits that start on day one!
• 403(b) retirement plan with hospital match
• Opportunities for growth  
• Tuition reimbursement
• Free on-campus parking

Job Description 

​Preferred Qualifications: 

1. High school diploma or equivalent.

2. One (1) year of customer service or call center experience. 

3. Bilingual 

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Acts polite and courteous to patients and customers when interacting with customers and patients. Provide excellent customer service and problem solving when issues arise with either housekeeping, transport, or food service requests 

2. Answers and analyzes requests and handle as needed – further research may involve interacting with area staff, supervisor, manager, another hospital departments or patient advocate office. 

3. Answer calls that come in to the call center and dispatch these calls out to the appropriate service and/or staff member.  Receives and transfers calls to appropriate personnel.  Provides follow up calls as needed. 

4. Receives and records messages in accordance with guidelines of job scope to appropriate personnel. 

5. Monitors phone, fax systems, and mail inquiries for resolution. Resolve or direct returned mail to proper staff member. 

6. May interacts with billing and collection agencies. Identify patient issues/disputes, account holds and payment plan questions and assist with resolution. 

7. May provide requested billing, demographic information to physicians, ambulance companies and other partners as requested via the telephone following hospital protocol. 

8. May posts patient credit card payments as requested over the telephone to appropriate accounts via the hospital system 

9. May research self-pay credit balances and prepare for check refunds, refund of credit card payments through current system as or transfer payments to other open accounts per hospital procedure.