Customer Service Specialist II - Remote (Billingual - Spanish)

<h4>About Us</h4><p>Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.</p><p>Our Core Values are:</p><ul><li>We serve faithfully by doing what's right with a joyful heart.</li><li>We never settle by constantly striving for better.</li><li>We are in it together by supporting one another and those we serve.</li><li>We make an impact by taking initiative and delivering exceptional experience.</li></ul><h4>Benefits</h4><p>Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:</p><ul><li>Immediate eligibility for health and welfare benefits</li><li>401(k) savings plan with dollar-for-dollar match up to 5%</li><li>Tuition Reimbursement</li><li>PTO accrual beginning Day 1</li></ul><p><em>Note: Benefits may vary based upon position type and/or level.</em></p><h4>Job Summary</h4><p>The Customer Service Specialist CBS 2 acts as a business analyst, examining and resolving customer billing issues. This position requires building confidence and care by demonstrating excellence in communication with patients or guarantors. The Customer Service Specialist CBS 2 is a subject matter expert and may interface with insurance companies, facility personnel, and patients to resolve complex inquiries across different service areas.</p><h4>Essential Functions of the Role</h4><ul><li>Manages large and complex inquiries. This may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve accounts.</li><li>Builds sustainable relationships and care with patients through open and interactive communication.</li><li>Provide accurate, valid, and complete information by examining all available data in multiple patient accounting systems. Ensure all communications are covered, explained, and documented.</li><li>Meets customer service team call handling goals and productivity standards.</li><li>De-escalates situations involving dissatisfied patients, offering patient assistance and help.</li><li>Guides callers through troubleshooting, navigating the company site, or using the products/services.</li><li>Keeps records of patient interactions, processes patient accounts, and files documents. Has confidential conversations to discuss delicate information like PHI and payment details.</li><li>Follows communication procedures, guidelines, and policies.</li><li>Partners with peers to improve customer service.</li></ul><h4>Key Success Factors</h4><ul><li>Master skills for Customer Service Specialist CBS 1; performs as a subject matter expert.</li><li>Knowledge of specialty billing; provider-based billing, hybrid billing.</li><li>Working knowledge of SBO environment and non-SBO environment in Epic.</li></ul><h4>Belonging Statement</h4><p>We believe that all people should feel welcomed, valued and supported.</p><p><strong>QUALIFICATIONS</strong></p><ul><li>EDUCATION - H.S. Diploma/GED Equivalent</li><li>EXPERIENCE - 2 Years of Experience</li></ul>