The Customer Experience Specialist I serves as the primary contact for all patient billing inquiries. Acts as a liaison between INTEGRIS and patients, providers, and payers for all post-care matters related to account resolution. Provides information regarding billing practices, policies, and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances. All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status. INTEGRIS Health is an Equal Opportunity/Affirmative Action Employer.

• 1 year of work experience in a call-center or dialer environment

• 1 year of experience in medical billing, medical collections, basic ICD10 and or CPT coding may be accepted in lieu of call-center experience

• May consider successful completion of 1100+ related Career Tech program (medical billing/coding or accounting/bookkeeping) or one year of college coursework in a related field in lieu of experience

• Previous experience should include utilizing standard office equipment and PC software

• Must be able to communicate effectively with others in English (verbal/written)

The Customer Experience Specialist I responsibilities include, but are not limited to, the following:

• Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the concern immediately.

• Collects patient payments and follows levels of authority for posting adjustments, refunds, and contractual allowances

• Documents all patient accounts activities concisely, including future steps needed for resolution

• Performs filing, data entry, and other duties as assigned.

• Responds promptly to patient inquiries regarding billing procedures, policies, and statements.

• Utilizes multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence

• Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB)

Reports to assigned supervisor This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information. Normal office conditions.