Spec Customer Service II

  • Ensemble Health Partners
  • 401 N Ewing St, Lancaster, OH 43130, USA
  • Sep 23, 2022
Full Time

Job Description

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners 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.

The Opportunity:

Assisting supervisor with the day to day operations of the customer service team and to ensure call and collection metrics are met.  Assist with the development of new staff and handle escalated calls as needed.   Expect knowledge to perform all customer service and collection responsibilities that occur in the Revenue Cycle.

Answers inbound phone calls during peek call hours.  Researches and responds to account inquiries in a timely manner.  Responds to urgent and escalated issues received from  direct management, legal team, facility management, patients, vendors, etc.   Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues.  Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position.

Motivate and drive performance within the customer service team ensuring all metrics are met including abandonment rates, average speed of answer (ASA), and cash goals.

Review correspondence queues taking appropriate action and documenting account accordingly 

Providing operational floor management to ensure that the staff are following all processes/procedures.

Continues review of customer service workflow processes in order to analyze trends for process improvement.  Work with leadership team to implement workflow changes if appropriate. 

Creating the right working environment for the team through motivating and continually developing your team to deliver the best.

Communicate patterns and trends with other departments to improve work standards.

Minimum Years and Type of Experience: One year of related experience required. 

Other Knowledge, Skills and Abilities Required: Critical Thinking and Problem Resolution.   Organization – proactively prioritizes needs and effectively manages resources. Communication – communicates clearly and concisely, verbally, and in writing. Customer Orientation – establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations. PC Skills – demonstrates proficiency in Microsoft Office applications and others as required. Tactical execution – assist in monitoring operational processes and making recommendations for changes/adjustments as needed during the implementation or change to new products or processes.    Revenue Cycle knowledge.

Join an award-winning company

Three-time winner of “Best in KLAS” 2020-2022

2022 Top Workplaces Healthcare Industry Award

2022 Top Workplaces USA Award

2022 Top Workplaces Culture Excellence Awards

  • Innovation

  • Work-Life Flexibility

  • Leadership

  • Purpose + Values

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

  • Benefit packages - We offer a variety of medical plans, retirement options, and 401k options.
  • Wellness Programs – Are designed to help our associates enhance their health, including a comprehensive annual health risk assessment.
  • Our Culture – Ensemble’s Associate Engagement Committee facilitates fundraising, community outreach and DEI events throughout the year.
  • Growth – We invest in your professional development. Each associate receives 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.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact our Human Resources Department at HumanResources@EnsemblepHP.com. This department will make sure you get connected to a Human Resources representative that can assist you.

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