Customer Service Specialist II

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

­­­­Exciting Career Opportunity

• Bonus Incentives

• Paid Certifications

• Tuition Reimbursement

• Comprehensive Benefits

• Career Advancement

• This position offers a competitive hourly wage of $18.15 - $20.00/hr, depending on experience.

The Customer Service Specialist II is responsible for handling incoming calls from patients and addressing their customer service needs. This role focuses on resolving phone inquiries, as well as managing all written and documented communications within the systems. The specialist is dedicated to meeting business needs and must possess comprehensive knowledge of the entire revenue cycle to effectively support patients and ensure their accounts are managed efficiently and in compliance with regulations.

Essential Job Functions:

The Specialist of Customer Service performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to:

• Answer inbound phone calls during peak call hours.

• Investigating and resolving patient-related account issues and facilitating communication with other departments as needed. 

• Researches and responds to account inquiries in a timely manner.

• Responds to urgent and escalated issues received from department leaders, legal team, facility management, patients, vendors, etc.

• Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues.

• Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position.

• Review correspondence queues taking appropriate action and documenting accounts accordingly.

• Provide occasional floor coordination to ensure the team follows correct processes/procedures.

• Contribute to a dynamic work environment by acting a subject matter expert and providing team assistance as needed.

•  Proactively identifying opportunities to improve workflows and overall processes to reduce patient effort

• Assisting with the training and onboarding of new customer service staff.

Employment Qualifications:

• 1-3 years of experience in the healthcare industry

• Call Center experience strongly preferred

Minimum Education: High School Diploma or GED

Certifications: Certified Revenue Cycle Representative (CRCR) within 9 months of hire (Employer sponsored)

Knowledge, Skills and Abilities:

• Experience in physician and hospital operations

• Compliance and provider relations

• Customer Service and Call Center experience preferred

• Critical Thinking

• Problem Resolution

Join an award-winning company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace