Customer Service Representative

Monday - Friday 8:00am - 4:30pm & rotating weekend based on business needs.

• →Accepts all incoming calls and other inquiries for Advocate Health. Handles concerns, problems, answers questions, and research issues.
• →Refers issues that are beyond the scope of the department to the department best suited to handle the problem/questions via appropriate referral form.
• →Meets and maintains productivity measures and quality assurance goals as established by the department.
• →Documents all actions taken on each account.
• →Updates and/or makes appropriate changes to insurance screens, demographic information, statement control screens, etc.
• →Initiates monthly payment contract on accounts up to $1,000 for patients who meet guidelines.
• →Maintains communication with collection agencies, administrative support, and cash management regarding activity on patients’ accounts as needed.
• →Processes and returns patient voicemails within 24 hours of receipt.
• →Resubmits accounts or combines accounts when appropriate.
• →Performs all clerical functions required to handle a request to completion. Interacts with other departments, physicians’ offices, insurance companies, and attorneys’ offices to resolve issues.
• →Informs supervisor of problems and recommends solutions. Makes supervisor aware of errors within/outside of Central Business Office to alert management of inter-departmental or departmental needs to change/revise.

• None

• High school education required; college preferred. Previous customer service experience required. Previous experience related to billing and collection of third-party payors and/or state agencies preferred.

• Must have minimum typing speed of 45 WPM. Ability to communicate effectively withal socio-economic levels, both verbally and in writing

• ​ Demonstrated ability to support educational offerings that ensure translation of teaching into action.
• Innovative coaching and counseling skills when dealing with education and development issues.
• Comprehensive evaluation skills for determining skill and knowledge competencies of training specialists and learners.
• Ability to deal and work effectively with multiple departments and in matrix organizational structures. Exceptional verbal, written, and interpersonal communication skills.
• Demonstrated proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) or similar products and in electronic health record systems. Ability to quickly learn new software systems as needed.
• Strong organizational skills and ability to work independently with limited guidance or direction. Effective critical thinking, creativity, problem solving and decision-making skills.

• ​​​​ Requires the ability to sit for extended periods; however, the work does require some walking on same floor level. Must be able to view information on a computer monitor for extended periods. Requires minimal standing to file documents and perform research. Must be able to reach and bend on a moderate level.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.