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

This position can be remote. Please review the approved remote states below.

Remote Work Approved States:

Arizona

Florida

Georgia

Idaho

Iowa

South Dakota

Texas

South Carolina

Wisconsin

North Carolina

Michigan

*If your state is not listed, you must relocate to Montana or one of the approved states above to be eligible for this position.

Position Summary: 

The Customer Service Representative is responsible for providing effective customer service to patients, internal departments, other medical facilities and resolve customer complaints/concerns.  This position requires excellent telephone communication skills, and a high level of skill in entering data into the computer while talking with patients.

Minimum Qualifications:

Required

• Six (6) months of experience serving a large number of customers in a fast-paced environment
• Six (6) months of experience using a computer and typing with proficiency and accuracy

Preferred

• High School Diploma or Equivalent
• Prior work experience with medical and billing terminology
• Prior work experience in healthcare

Essential Job Functions:

In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

• Answer phones to respond to all inquiries made by patients, internal departments and other medical facilities.  Learn to manage between 65-80 inbound and outbound calls per day.
• Make outbound calls to contact patients about their balances, offer financial assistance options, payment arrangements or validating insurance coverages.
• Screen and rout patient calls to other departments efficiently.
• Respond to patient questions and needs by utilizing Epic efficiently.
• Maintain great working relationships and effective communication within the department and with other departments for the benefit of the patient.

Knowledge, Skills and Abilities

• Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
• Exercises tact, discretion, sensitivity, and maintains confidentiality
• Performs essential job functions successfully in a busy and stressful environment
• Learns current and new computer applications and office equipment utilized at Bozeman Health
• Strong interpersonal, verbal, and written communication skills
• Analyzes, organizes, and prioritizes work while meeting multiple deadlines

Schedule Requirements

• This role requires regular and sustained attendance.
• The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
• On-call work may be required to respond promptly to organizational, patient, or employee needs.

Physical Requirements

Lifting (Rarely – 30 pounds): Exerting force occasionally and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.

Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.

Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.

Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.

Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.

Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping, and kneeling require flexibility and a wide range of motion in the spine and joints.

Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.

Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.

Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.

Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to r