Customer Service Associate Specialist

About Ensemble Health Partners

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

The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs.

Essential Job Functions

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

• Answering patient questions regarding statements
• Posting guarantor payments
• Setting up payment plans within our policies
• Researching and resolving issues with accounts that have been identified by patients
• Reaching out to appropriate departments to resolve any requests made by patients
• Connecting patients with financial counseling department for charity screening
• Communicating patient balances
• Meeting collection goals as set by department, and providing excellent customer service for all of our patients
• Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues
• Performs other duties as assigned.

Employment Qualifications

• Customer Service and Call Center experience preferred
• 1-2 years’ experience in healthcare industry preferred
• Minimum Education: High School Diploma or GED
• Certifications: CRCR within 9 months of hire.
• Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Other Knowledge, Skills and Abilities

• Experience in physician and hospital operations
• Compliance and provider relations
• Critical Thinking
• Problem Resolution
• Ability to work in a remote work environment

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 for Remote Work 2024
• Great Place to Work certified 2023-2024

Why Ensemble?

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits: We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture: Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth: We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition: We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Key Skills/Competency

• Customer Service
• Revenue Cycle Management
• Call Center Operations
• Patient Inquiries
• Payment Posting
• Payment Plans
• Issue Resolution
• Healthcare Industry
• Communication Skills
• Problem Solving