Customer Service Associate IV - Single Billing Office - Maine Health

MaineHealth is actively recruiting for a Customer Service Associate IV role. This is a 100% remote position.

Position Summary

This is the fourth level of a four-level career path in the SBO Customer Service Team and leads associates to roles such as Subject Matter Experts (SMEs) in Financial Counseling, Estimates, or SelfPay functions, Team Lead, or Trainer. The SBO Customer Service Associate’s interactions are a direct reflection on the MaineHealth brand and must convey a friendly, caring and professional attitude with all customers. Subject Matter Experts (SMEs) attain the knowledge to handle calls and account with more complexity in the areas of Financial Assistance, Estimates, or SelfPay functions. Team Leads assist SBO Supervisor and Trainer in training and supporting SBO Customer Service Associates Levels 1-3. Trainers are responsible for ensuring SBO Customer Service Associates Levels 1-3 and Level 4 SMEs are educated in all aspects of SBO functions. SBO Customer Service Associate Level 4 also helps the team by being available for questions and assistance throughout the day via multiple means including phone, text or chat, and in person. The incumbent in this position not only works autonomously, but also acts as a trusted leader within the team. At this level, the incumbent is required to make decisions within the scope of established guidelines without managerial intervention. SBO Customer Service Associate Level 4 handles escalated and priority issues including taking or making calls, performing necessary research to identify billing issues, collaborating with other revenue cycle teams to arrive at the appropriate resolution, and communicating with SBO Manager or Director as needed. The incumbent will be required to work and manage special projects identified by SBO leadership, working within our team-based setting, and ensuring that workloads are distributed evenly. SBO Customer Service Associate Level 4 is responsible to perform SBO Associates Levels 1-3 functions as needed to cover paid time off, absences and LOA. Quality Assurance measures such as listening to recorded calls or coaching staff while on live calls are a requirement of an SBO Customer Service Associate Level 4. The incumbent supports the overall success of SBO Customer Service, SelfPay, and MaineHealth Patient Financial Services revenue cycle by demonstrating flexibility, collaboration and cooperation in a High-Performance Work Team (HPWT) environment while maintaining a high level of production and service quality. The SBO Customer Service Associate Level 4 supports multiple teams in the business office for the appropriate processing of all required work. An SBO Customer Service Associate Level 4 continues to gather EPIC, revenue cycle best practices, and industry standards knowledge in an effort to further career growth.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

1. 1. Education: High School graduate or GED/HiSET preferred.
   2. Licenses/Certification:
      • EPIC SBO Customer Service and SelfPay Follow Up proficiencies (must be completed within nine (9) months of hire date)
      • HFMA Certified Revenue Cycle Representative (CRCR) or higher (must be completed within one (1) year of hire date)
      • For SBO Trainers only, must achieve MH RCM STEP Credentialed Trainer designation within three (3) months of hire date.
   3. Experience:
      • 3+ years in a related Healthcare Patient Accounting field
      • 3+ years previous healthcare call center
      • Prior leadership and/or training experience helpful
      • Perform and prioritize multiple tasks simultaneously.
      • Employ Emotional Intelligence concepts in dealing with staff concerns or performance issues.
   4. Proficiencies:
      • Able to maintain professional and kind manner even under stressful situations.
      • Typing/keyboarding skills, software applications Microsoft Word and Excel, Outlook, internet resources, and phone software
      • Problem solving and critical thinking to achieve relevant solutions autonomously and as an active participant of in a team.
      • Interacts positively and effectively with others to promote a team environment.
      • Proficient with coaching staff to meet established productivity and quality standards.
      • Proven ability to recognize and resolve conflicts with team members and/or escalated callers.
      • Research difficult issues efficiently and move toward appropriate resolution for all parties.
      • Ability to transition working between all SBO roles (Assembly/Customer Service/SelfPay/Financial Counseling/Estimates) quickly and easily as needed to cover staff breaks, PTO, and LOA
      • Able to provide training and support for new and existing team members.
   5. Specialized Knowledge:
      • Working knowledge of medical billing terminology, CPT, HCPCS, ICD 9/10 codes
      • Hospital, Physician, Provider Based, Acute Care, Critical Access or Rural Health billing concepts.
      • Demonstrated HIPAA comprehension, competence, and compliance.
      • Working comprehension of Revenue Cycle Management
      • Strong analytical skills necessary for identification and resolution of account issues
      • Solid customer service skills and etiquette including written communication standards.
      • Ability to use positive language and clear communication strategies.
      • Effective time management methods for handling multiple priorities simultaneously

Hybrid/Remote