Customer Service Representative

As a Customer Service Representative at ThedaCare, your responsibilities include managing high volumes of inbound calls, conducting full assessments of patient accounts, and ensuring timely and accurate resolutions to customer inquiries. You'll also educate customers about their financial obligations, negotiate payment plans, and collaborate with internal partners like collection agencies and insurance enrollment partners.

To apply for the Customer Service Representative position at ThedaCare, you should possess at least a high school diploma or GED. Strong communication skills and the ability to manage multiple tasks in a fast-paced environment are essential. A background in healthcare or customer service is beneficial, but not mandatory.

ThedaCare supports its Customer Service Representatives through continuous opportunities for professional development and learning. Team members have access to educational programs, workshops, and resources that enhance their skills and knowledge in the healthcare field, creating pathways for career advancement.

As a Customer Service Representative at ThedaCare, you can expect to work in a climate-controlled office environment that promotes collaboration and productivity. You’ll frequently use a computer and engage with team members while managing patient inquiries, offering a dynamic and supportive atmosphere.

Customer Service Representatives at ThedaCare enjoy a comprehensive benefits package that prioritizes the overall wellness of employees. This includes health coaching, mental health support, minimal or zero copays for services, and a positive work-life balance.

In handling difficult interactions, it’s important to remain calm and empathetic. I would listen to the customer’s concerns without interruption, validate their feelings, and focus on finding a solution that aligns with ThedaCare's policies while ensuring the customer feels heard and supported.

To assess patient accounts effectively, I start by gathering all relevant information, including documentation, insurance coverage, and previous communications. I ensure to cross-check the details accurately, which allows me to address inquiries comprehensively and provide the best customer service.

Absolutely! In my previous role, a customer was confused about their billing statements. I took the time to review their account thoroughly, explained each charge, and highlighted available financial assistance options. This personalized approach resolved their issue and improved their satisfaction significantly.

If I'm unable to provide the requested information, I would reassure the customer that I will find the answers for them. I'd take their details and follow up within an agreed timeframe, ensuring they feel valued while I navigate the necessary channels to obtain the required information.

I utilize a systematic approach by keeping detailed notes and categorizing inquiries based on priority. This ensures that I'm not only organized but also enables me to provide timely follow-ups and prevent any issues from falling through the cracks.

In my previous position, I had a customer who was unaware of their payment responsibilities. I took the time to explain their balance clearly, broke down payment plans available to them, and navigated them through financial assistance resources they could apply for. They appreciated the support and clearer understanding.

I am inspired by ThedaCare’s commitment to reinventing healthcare and providing compassionate service. Joining a team that values innovation and employee wellness aligns with my professional goals and personal values, making this an ideal opportunity for me.

During busy periods, I prioritize tasks by focusing on the most urgent calls first, and I take brief moments to breathe and reset my focus. This approach helps me maintain clarity and ensures I provide a consistent level of service even during peak times.

CPT/HCPCS codes are crucial in healthcare billing, and understanding them helps me effectively communicate with customers regarding charges. By being knowledgeable of these codes, I can ensure accurate billing practices and help patients comprehend their statements better.

To ensure compliance with established standards, I would regularly refer to ThedaCare's procedural guidelines while actively listening to the customer. Documenting all interactions accurately and following up as required ensures adherence to compliance in every aspect of customer service.