Customer Service Advocate

The Customer Service roles are responsible for providing TruBridge Contact Center Support to clients Early Out Service patients.

Essential Functions:

 In addition to working as prescribed, specific responsibilities of this role include:

• Responsible for consistently meeting production standards for inbound and outbound calls
• Responsible for consistently meeting quality assurance standards.
• Maintains quality customer service by following company policies and procedures as well as policies and procedures specific to each customer
• Updates job knowledge by participating in company offered education opportunities and gains proficient knowledge and understanding of services and information systems.
• Protects customer information by keeping all information confidential.
• Processes miscellaneous paperwork and documentation.
• Effectively communicates with callers to for account resolution by assisting individuals with medical billing questions, financial assistance programs, setting up payment plans and processing payments while maintaining a professional level of customer service
• Schedules call backs as needed.
• Assist with additional tasks as assigned by supervisor or call center management.
• Be proficient in the de-escalation on calls and handle patient escalated calls
• Be proficient in working directly in multiple client systems where applicable
• Be proficiency in all communication channels including Web Chat
• Ability to be mentor for new employees to help them be successful within first 60 days of new hire
• Respond to escalated caller inquiries and concerns.
• Able to communicate escalated issues to Team Leads
• Effectively work and communicate with customers, teammates and designated outside parties.
• Build team spirit by assisting staff and creating a positive image of the company through your actions.
• Monitor Call Queue and take appropriate action to ensure service levels are met.
• Provide input on employee scheduling to ensure adequate call coverage.
• Be proficient in various AR Management procedures at the direction of Management (including but not limited to bad debt processes, bill hold reviews, account corrections, etc.)

Minimum Requirements:

Education/Experience/Certification Requirements

• Excellent communication (written and oral) and interpersonal skills.
• Strong organizational, multi-tasking, and time-management skills.
• Must be detail oriented and able to follow through on issues to resolution.
• Must be able to act both independently and as a team member.
• High School Diploma or equivalent combination of education and relevant experience needed.

Preferred Qualifications:

• Three of more years provide customer service support over the phone in remote setting.

Why join our team?

If you join us, you will receive:

• Work remotely with a work/life balance approach
• Robust benefits offering, including 401(k)
• Generous time off allotments
• 10 paid holidays annually
• Employer-paid short term disability and life insurance
• Paid Parental Leave