Customer Service Representative (FT- 1.0 FTE, Day Shift, Remote)

📋 Description

• • Provide customer service to patients, internal departments, and other medical facilities via telephone and digital systems.
• • Manage between 65–80 inbound and outbound calls per day, responding to inquiries about balances, insurance coverage, and financial assistance options.
• • Make outbound calls to patients to discuss payment arrangements, billing questions, and insurance validation.
• • Screen and route patient calls to appropriate departments efficiently to ensure timely resolution of concerns.
• • Utilize the Epic electronic health record system to access patient information and respond to inquiries accurately and promptly.
• • Maintain professional, empathetic, and confidential communication with patients during sensitive financial and medical discussions.
• • Demonstrate sound judgment, patience, and a calm demeanor while handling high-volume calls and stressful situations.
• • Perform data entry with high accuracy while simultaneously engaging in phone conversations with patients.
• • Collaborate effectively with internal teams and departments to support patient needs and ensure seamless service delivery.
• • Learn and comply with all required training modules per DNV standards, Bozeman Health policies, and registry requirements.
• • Analyze, organize, and prioritize tasks to meet multiple deadlines in a fast-paced environment.
• • Maintain strong interpersonal and written communication skills to document interactions and escalate issues appropriately.
• • Work regular and sustained hours, including potential weekend, after-hours, or on-call shifts as needed to meet organizational demands.
• • Adhere to physical requirements including continuous sitting, fine-finger movements for typing, and continuous close vision for computer screens and documents.
• • Operate in an environment with rare exposure to bloodborne pathogens, infectious diseases, chemicals, and medical equipment.
• • Demonstrate cognitive skills including learning new systems, remembering processes, maintaining focus, and making timely decisions under pressure.
• • Follow all confidentiality and compliance protocols related to patient information and healthcare regulations.