Experienced Customer Service Representative – Remote Healthcare Customer Support and Relations Specialist

Introduction to Providence Elderplace Oregon

At Providence Elderplace Oregon, we are dedicated to providing patient-focused, whole-person care that is built on understanding, commitment, and mutual respect. As a valued member of our team, you will play a critical role in delivering exceptional customer service to our participants, their families, and our healthcare partners. Our culture is centered around empowering our caregivers to provide the best possible care, and we believe that every voice matters in our organization.

Job Summary

We are seeking an experienced Customer Service Representative to join our team in a remote capacity. As a Customer Service Representative, you will be responsible for handling a high volume of inbound and outbound phone calls, emails, and faxes from participants, their families, nursing homes, hospitals, and billing offices. Your primary goal will be to provide professional, patient, and people-first customer service, resolving customer concerns related to contract provider payments, claim status, and inquiries in a timely and efficient manner.

Key Responsibilities

• Handle a large volume of inbound and outbound phone calls, emails, and faxes from various stakeholders, including participants, their families, nursing homes, hospitals, and billing offices
• Research payment issues, identify solutions, and respond to customers in a professional and patient manner
• Enter new enrollees, auth referrals, and update participant demographics, insurance, and other relevant information
• Send and receive correspondence, and perform other data entry tasks as required
• Collaborate with internal teams to resolve customer complaints and concerns
• Provide excellent spoken and written customer service skills, demonstrating a people-first attitude and a commitment to delivering exceptional customer experiences

Essential Qualifications

To be successful in this role, you will need to meet the following essential qualifications:

• 5 years of experience in managing high-volume customer service inbound and outbound calls in a healthcare setting
• Experience with referral entry, handling correspondence, payment, and claim inquiries from housing and billing companies
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Excellent communication, problem-solving, and interpersonal skills
• Ability to work independently and as part of a team
• High school diploma or equivalent required; bachelor's degree in healthcare, customer service, business, accounting, or a related field preferred

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Bachelor's degree in healthcare, customer service, business, accounting, or a related field
• Experience with computerized spreadsheet applications, managed care payment systems, Epic, QuickBooks Pro software, or other business accounting software
• Experience with MS Office products, including Word, Excel, and Outlook
• Previous experience working in a healthcare setting, preferably in a customer-facing role

Skills and Competencies

To be successful in this role, you will need to demonstrate the following skills and competencies:

• Excellent customer service skills, with a focus on delivering exceptional customer experiences
• Strong communication, problem-solving, and interpersonal skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Strong analytical and critical thinking skills, with the ability to research and resolve complex customer issues
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork

Career Growth Opportunities and Learning Benefits

At Providence, we are committed to supporting the growth and development of our caregivers. As a Customer Service Representative, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development opportunities, including training and education programs
• Career advancement opportunities, with a focus on promoting from within
• Mentorship and coaching programs, to support your growth and development
• Access to a range of learning resources, including online courses and training programs

Work Environment and Company Culture

At Providence, we are proud of our culture, which is centered around our values of compassion, dignity, justice, excellence, and integrity. As a Customer Service Representative, you will be working in a remote capacity, with the opportunity to collaborate with a range of stakeholders, including participants, their families, nursing homes, hospitals, and billing offices. Our company culture is built on:

• A commitment to delivering exceptional customer experiences
• A focus on teamwork and collaboration
• A culture of inclusivity, diversity, and respect
• A commitment to supporting the growth and development of our caregivers

Compensation, Perks, and Benefits

As a Customer Service Representative at Providence, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive pay, with a range of $19.80 - $30.24 per hour
• Best-in-class benefits, including full medical, dental, and vision coverage from your first day
• 401(k) plan with employer matching and complementary retirement planner
• Generous paid time off for vacation, sick days, and holidays
• Tuition reimbursement and student loan forgiveness programs
• Wellness and mental health assistance programs
• Back-up child and elder care to help with care disruptions for your family
• Voluntary benefits, like pet, auto, and home insurance, and more

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Providence Elderplace Oregon, you will be part of a team that is dedicated to providing patient-focused, whole-person care, and you will have the opportunity to make a real difference in the lives of our participants and their families. Apply today to join our team and start your journey with Providence!