Position Purpose This position represents the front door of the organization for patients seeking guidance to help them along their patient financial journey. It will act as a liaison, primarily a patient advocate, between Renown, patient payer sources, self-pay discounts, and financial assistance programs, as well as patient financing options. The Customer Service Representative 1 (CSR1) assists Renown Health patients by processing their requests, complaints, concerns, and by providing education in utilizing the resources and services of the organization resulting in “first contact resolution”. The successful CSR1 will use their collection experience and expertise to provide an excellent experience in a professional, expedient, and proficient manner. The candidate will re‑engage patients with techniques in attempting to resolve any outstanding self‑pay balances. This position identifies potential or existing service‑related operational issues for the purpose of increasing customer retention and satisfaction and serves as the voice of the customer, engaging with peers, office staff, and leaders to resolve or elevate questions and concerns. It is a personally fulfilling role that provides the opportunity to make a genuine difference in each life touched.

Nature and Scope The CSR1 is responsible for collecting maximum, targeted dollars on their assigned accounts to ensure the highest recoverability of self‑pay accounts. High standards of courtesy, performance, diplomacy and respect for patient confidentiality are essential. The role works in a fast‑paced environment using telephone, chat, messaging, in‑person, and email communication. The CSR1 must master systems and technology associated with the role and be comfortable working efficiently while multitasking.

The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner, determining ability to pay vs. willingness to pay, and routing their accounts appropriately when needed. The CSR1 must have excellent interpersonal skills to understand customer inquiries or complaints and manage through potential difficult conversations, maintaining this level of service while handling complex situations and high volumes. They must learn quickly to acquire the service and product knowledge necessary to answer customers’ questions accurately. Their work must be concise, accurate, and documented correctly in the system of record, using proper grammar and complete sentences.

The Self Pay Call Center remote shifts occur on a set schedule. CSR1 team members are expected to be available for the entirety of their shift and work in a quiet private place that upholds HIPAA standards. The CSR1 may be required to work evening and holiday hours and, in some positions, support walk‑in patients/guarantors and other office duties onsite.

Responsibilities

Provide excellent service utilizing basic knowledge of all services supported by Renown Health.

Manage multiple priorities and consistently meet call and collection activity goals.

Follow established standard policies and procedures to meet customer needs, complete pertinent tasks, and work for one‑contact resolution – answering and routing high volume of inbound/outbound interactions through multiple channels and computer software systems.

Communicate with customers to resolve inquiries using various platforms and effectively coordinate all patient self‑pay balance inquiries, including telephone, mail, email, MyChart billing messages, in‑person, statement vendor feedback, and questions from patients/guarantors with professionalism.

Negotiate payments/payment plans for patients as part of short‑term and long‑term payment plan options.

Work effectively with professionals across the health system, including clinical leadership, revenue cycle subject matter experts, insurance companies, and other third parties – identify accounts eligible to transfer to outside bad‑debt collection agencies and have extensive knowledge of state regulations and guidelines pertaining to bad‑debt collection and allocation.

Organize and collect patient financial information with little to no errors. Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes.

Handle inquiries related to compliance, regulatory auditing, and work in an environment that can be stressful due to subject matters discussed with patients and financial obligations.

This position does not provide patient care.

Disclaimer The foregoing description is not intended to be an exhaustive list of all responsibilities, skills, and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications Education: Must have working‑level knowledge of the English language, including reading, writing, and speaking English. High school diploma is required. A college degree or equivalent experience is preferred.

Experience: Required 1 year and preferred 2 years or more of experience in a position involving customer service, hospital/medical billing, healthcare, or health insurance. Ability to speak Spanish desired. Experience in a call‑center environment preferred.

Computer / Typing: Must be proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel, Teams, Word) and have the ability to use the computer to complete online learning requirements, access online forms and policies, and complete online benefits enrollment. Experience with electronic medical record systems is a plus.

Licenses / Certifications None required.

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