About Us

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.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.

Benefits

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:

Eligibility on day 1 for all benefitsDollar-for-dollar 401(k) match, up to 5%Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and moreImmediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

The Customer Service Specialist CBS 2 acts as a business analyst, examining and resolving customer billing issues. This position requires building confidence and trust 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.

Essential Functions of the Role

Manages large and complex inquiries. This may require liaising between patients, physician offices, clinics, hospitals, and insurance companies to resolve accounts.Builds sustainable relationships and trust with patients through open and interactive communication.Provide accurate, valid, and complete information by examining all available data in multiple patient accounting systems. Ensure all communications are covered, explained, and documented.Meets customer service team call handling goals and productivity standards.De-escalates situations involving dissatisfied patients, offering patient assistance and support.Guides callers through troubleshooting, navigating the company site, or using the products/services.Keeps records of patient interactions, processes patient accounts, and files documents. Has confidential conversations to discuss sensitive information like PHI and payment details.Follows communication procedures, guidelines, and policies.Partners with peers to improve customer service.

Key Success Factors

Master skills for Customer Service Specialist CBS 1; performs as a subject matter expert.Knowledge of specialty billing; provider-based billing, hybrid billing.Working knowledge of SBO environment and non-SBO environment in Epic.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - H.S. Diploma/GED EquivalentEXPERIENCE - 3 Years of Experience