Customer Service Associate - Intermountain Health : Job Details

Job Description:

A Customer Service Associate II is responsible for handling inbound and outbound calls or email contacts to assist patients and internal customers with billing inquiries, complaints, and requests. The role involves utilizing overall knowledge of the Revenue Service Center to provide accurate information, resolve complex issues, and ensure patient satisfaction. Key skills include excellent communication, problem-solving, and the ability to remain calm under pressure.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington.

Essential Functions

• Answer incoming calls and respond to patient inquiries.

• Utilizes various computer systems to resolve patient billing questions and document interactions

• Works with patients over the phone or other electronic methods to provide resolution to inquiries and complaints in a patient friendly fashion.

• Negotiates with patients to resolve their financial liability by collecting payments, setting up payment plans or educating them on financial assistance programs.

• Works with providers and care sites to communicate and resolve issues, complaints, or investigate errors.

• Responsible for meeting productivity and quality measures including first call/contact resolution goals for customer encounters.

• Mentor new associates within the department. Serves as subject matter experts (SME) and answers questions from team members.

• Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.

• Performs other duties as assigned.

Skills

• Regular attendance during scheduled business hours

• Advanced interpersonal and communication skills, including written, verbal and email etiquette

• Able to evaluate and resolve patient escalations from other associates and internal partners

• Outgoing personality

• Adaptability

• Organizational skills

• Computer literacy

• Multi-tasking and negotiation

• Problem solving

Physical Requirements:

Qualifications

• Required: High School Diploma or GED

• Required: Two (2) Years of experience in customer service, collections, or call center environment

• Required: Knowledge of EPIC

• Required: Knowledge of general medical billing, insurance and compliance regulations and billing processes

• Preferred: Three (3) Years of experience in customer service, collections or call center environment

Customer Service Associate II Bilingual Pay Range 18.81 - 27.45

Qualifications

• Required: High School Diploma or GED

• Required: Two (2) Years of experience in customer service, collections, or call center environment

• Required: Knowledge of EPIC

• Required: Knowledge of general medical billing, insurance and compliance regulations and billing processes

• Required: Bilingual Certification through Alta Language Testing or approved Interpretation Services at the care site

• Preferred: Three (3) Years of experience in customer service, collections or call center environment

Physical Requirements

• Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies and able to assess customer needs.

• Ongoing interactions with customers that require employee to communicate as well as understand spoken information and address issues quickly and accurately.

• Manual dexterity of hands and fingers to manipulate equipment with precision and accuracy. This includes computer, phone and internet set up and use.

Location:

Peaks Regional Office

Work City:

Broomfield

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$18.81 - $27.45

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here ( .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ( AI ) platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.