Customer Service Account Administrator

As a Customer Service Account Administrator at Civica, your primary responsibilities will include managing client accounts within our Healthcare Medical Billing Division. You will handle billing processes, allocate payments, manage aged debt, reconciliation, and provide high-quality support to doctors and consultants, ensuring a seamless experience via phone and email communications.

To qualify for the Customer Service Account Administrator position at Civica, you should possess strong numerical skills and preferably have finance experience. Attention to detail, proficiency in MS Office, and a good telephone manner are essential. Additionally, prior experience in a busy office setting and a desire to progress within the company will be beneficial.

Civica prides itself on fostering an inclusive and supportive work culture for all employees. As a Customer Service Account Administrator, you'll benefit from blended working options, as well as professional development opportunities as part of our 'Investors in People' Gold award. We celebrate diversity and encourage all employees to excel in a collaborative environment.

Civica is committed to helping you grow your career as a Customer Service Account Administrator. With our focus on professional development, you will have access to resources and programs designed to match your ambitions. Many employees have enjoyed long careers within the company, and you may find opportunities to advance into more senior roles based on your performance and interests.

Civica takes mental health seriously, with a team of Mental Health Champions available to support employees, including those in the Customer Service Account Administrator role. Our workplace routinely runs mental health awareness workshops, actively promoting a culture where employees feel comfortable seeking support when needed, ensuring a healthy work-life balance.

When answering this question, highlight specific examples from your past experiences that demonstrate your knowledge and skills related to billing procedures. Be sure to include details about the software or systems you used to manage billing and how you've successfully handled challenges that arose during the process.

A well-structured response would emphasize your organizational skills. Discuss tools or methods like checklists, prioritizing urgent tasks, and how you maintain communication with clients to keep them informed while managing multiple priorities efficiently.

It's important to convey your conflict resolution skills. You might explain that you would listen to the client's concerns, investigate the issue thoroughly, and then work collaboratively with them to find a solution while maintaining a professional and positive demeanor throughout the conversation.

To answer this, share specific techniques you apply to maintain accuracy in your tasks. This may include double-checking entries, implementing quality checks, or utilizing software that alerts you to discrepancies, which demonstrates your commitment to high standards in your work.

Your answer should reflect your understanding of Civica’s mission and values. Highlight your passion for technology and its potential to improve public services, as well as your enthusiasm for contributing to a company that prioritizes diversity, inclusion, and employee growth.

Give a specific example of a time when you had to juggle multiple responsibilities. Explain how you organized your tasks, which strategies helped you meet deadlines, and the outcomes that resulted, illustrating your time management skills.

In your response, list IT skills relevant to the Customer Service Account Administrator position, including proficiency in MS Office and any other software you've used in previous roles. Mention how these skills have helped you improve efficiency and solve problems.

Talk about your approach to communication, whether through regular updates, being approachable, and active listening. Highlight examples where your communication skills made a significant difference in resolving an issue or enhancing the client experience.

Use the STAR method—Situation, Task, Action, Result—to describe a specific challenge. This showcases your problem-solving abilities and how you leverage experiences to improve your skills and communicate effectively within your team.

Your answer should illustrate that you've researched Civica and understand its contributions to various sectors, such as healthcare and education. Emphasize how you see yourself fitting into the company’s mission of providing exemplary services to enhance lives worldwide.