Customer Service Specialist

Pay range: $21.86 - $29.52 per hour, based on experience.

This position comes with a comprehensive benefits plan that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                      Customer Service Specialist

REPORTS TO POSITION:      Customer Service Supervisor

DEPARTMENT:                        Single Billing Office

DATE LAST REVIEWED:         June 27, 2025

OUR VISION:                Creating America’s healthiest community, together

OUR MISSION:             In the spirit of love and compassion, better health, better care, better value

OUR VALUES:              Accountability, Caring and Teamwork

DEPARTMENT SUMMARY:

The Single Billing Office (SBO) at St. Charles Health System (SCHS) provides revenue cycle services to our multi-hospital and medical group organization focusing on billing, collecting, and posting revenue. The goal of the SBO is to deliver a delightful, transparent, and seamless experience to patients and customers that capture and collect the revenue earned by SCHS in a quality, efficient and timely manner. Services include but are not limited to: billing insurance claims, posting insurance and patient payments, resolving insurance denials, collecting unpaid insurance claims, maintaining payer contracts in the EMR, resolving under and over payments, identifying and resolving payer issues, processing refunds, processing financial assistance applications, billing patients, resolving patient accounts including patient questions, and vendor management: lockbox, clearinghouse, early out, collection agencies.

POSITION OVERVIEW: The St. Charles Customer Service Specialist is responsible for delivering quality customer service, receiving, reviewing and resolving patient billing concerns, performing financial assistance tasks, and assisting with other departmental duties. The Specialist must be comfortable working autonomously, be highly organized, and have excellent communication skills. This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Answers incoming customer service phone calls.

Communicates effectively with a wide range of customers, using strong interpersonal/public relations and time management skills.

Enters clear and concise documentation in the patient health information system.

Reviews/works both customer service and financial assistance reports and queues. 

Conducts financial interviews with patients/responsible parties to determine guarantor’s ability to pay, financial assistance eligibility, and payment plan options.

Complete presumptive financial assistance screenings in alignment with all applicable policies, procedures and regulatory guidelines.

Answers inquiries from external entities, law firms, third party collection agencies and other departments received via in-basket, mail, fax, phone and email. 

Maintains productivity and quality standards.

Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.  Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Supports the vision, mission and values of the organization in all respects.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION                   

Required: High School diploma or GED            

Preferred: Additional high school or college courses up to one year in medical terminology and office practices preferred.         

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A             

EXPERIENCE

Required: One year experience in data processing, word processing, accounting, or health care clerical work required.              

Preferred: N/A             

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION: 

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