Customer Service Representative

📋 Description

• • Serve as the first—and most important—voice that Early-Out patients hear when they contact TruBridge. You will own the full patient journey from the moment a call, chat, or email arrives until every question is answered and every concern is resolved, turning potentially stressful financial conversations into positive, trust-building experiences.
• • Master the art of de-escalation on live calls, using empathy, active listening, and solution-focused language to calm frustrated patients and guide them toward payment plans, charity-care options, or insurance clarifications that fit their unique circumstances.
• • Navigate multiple proprietary and client-specific systems simultaneously—posting payments, updating demographics, correcting balances, and flagging accounts for billing holds or bad-debt review—while maintaining 99%+ accuracy and keeping average handle time within client SLA targets.
• • Become fluent in every communication channel we support: inbound and outbound phone, secure web chat, email, and SMS. You will pivot seamlessly between channels during a single patient interaction so that no detail is lost and no follow-up is missed.
• • Act as a mentor and “buddy” to every new hire in their first 60 days, shadowing calls, reviewing chat transcripts, and sharing real-time feedback so that teammates ramp quickly and confidently to full productivity.
• • Own specialty workflows assigned by leadership—such as bad-debt scrubbing, bill-hold reviews, and high-dollar account corrections—executing them with the precision of an analyst and the compassion of a patient advocate.
• • Contribute to weekly calibration sessions where QA scores, call recordings, and patient-survey data are reviewed. You will propose process tweaks, knowledge-base updates, and scripting improvements that measurably lift CSAT and Net Promoter Score.
• • Partner with internal teams (Revenue Cycle, Coding, Patient Access, and IT) to investigate root causes of recurring patient questions, then translate those insights into one-click macros, FAQ articles, and training decks that reduce future contact volume.
• • Maintain strict HIPAA, PCI-DSS, and client confidentiality standards on every interaction, completing annual compliance modules and surprise audits with zero violations.
• • Track personal KPIs—first-call resolution, quality score, schedule adherence, and collection rate—in real time via our dashboard, proactively requesting coaching when metrics slip and celebrating wins when goals are exceeded.
• • Embrace the freedom and responsibility of a 100% remote environment: create a distraction-free home office, test redundant internet connections, and join video stand-ups with camera on, ready to collaborate across four U.S. time zones.
• • Live TruBridge’s mission to “clear the way for care” by removing financial barriers between patients and providers, ensuring that every community—urban, rural, or somewhere in between—has access to transparent, compassionate healthcare support.