Customer Experience Specialist

Job Description

Description:

Reports to: Revenue Cycle Supervisor

Summary/Objective

In a fast-paced environment, this employee is responsible for delivering a pleasant experience to all our customers (patients, RCM staff, office staff, other facility staff). It is imperative that this individual demonstrate a caring and practical approach with every experience to maximize positive interactions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

Provide support to all USDH customers regarding billing, payments, and account statuses via multiple forms of communication – including, but not limited to email, Teams messages, phone calls

Explain account information to all customers with a first-resolution focus

Resolve customer complaints or concerns through active listening, empathy, professionalism and problem-solving

Engage in process improvement exercises to proactively resolve processes that are generating patient concerns/complaints

Maintain accurate logs of customer interactions

Process credit card payments for outstanding bills

Process paperwork for financial assistance applications

Competencies

Requires well-developed organizational skills and basic office operations to assure appropriate documentation and follow-through to meet the patient and department needs.

Demonstrates a patient-focused attitude - committed to providing excellent service to all patients, staff, and visitors.

Willingness to assist with genuine interest in the well-being of others.

Must demonstrate ability to work in fast-paced, deadline-oriented environment where the ability to meet deadlines is a must with constant communication required.

Demonstrates proficient computer skills including accurate data entry into Microsoft Excel, as well as documentation and communication through Microsoft Outlook and various EMRs.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Position Type/Expected Hours of Work

Monday – Friday

Travel

None

Work Authorization/Security Clearance

Must be authorized to work in the US for any employer

AAP/EEO Statement

US Digestive Health is an Equal Opportunity Employer. USDH does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

*** Background Check Requirement ***

As a condition of employment, a complete background investigation will be conducted based on the rules of the specific State in which the employee is hired. Typically, the state investigative process includes a state and federal background check. In addition, a drug screen will be required. TB testing will also be required for all patient-facing roles.

EEO Statement

At US Digestive Health, employees and applicants are evaluated based on their qualifications, skills, and ability to perform the duties and responsibilities of the position. US Digestive Health is committed to assuring equal employment opportunities to all employees and applicants.

US Digestive Health is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, creed, gender, pregnancy or related medical conditions, age, national origin or ancestry, physical or mental disability, genetic information, sexual orientation, to include gay, lesbian, bisexual, transgender and gender identity, or any other consideration protected by federal, state or local laws. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers.

Disclaimer

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. The list of job responsibilities, skills, duties, requirements, and the like is not exhaustive, rather it is illustrative of the current essential functions required for the position.

This organization participates in E-Verify.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.

Benefits:

401(k)

Dental insurance

Flexible schedule

Health insurance

Paid time off

Referral program

Vision insurance

Shift:

Day shiftRequirements:

Education and Experience High School Diploma or equivalent

Minimum 3-5 years of experience in customer service preferred but not required.

Full-time