Customer Service Rep I

Houston Methodist - Houston, TX (30+ days ago)4.2


Note: This position is located at our St. Catherine campus at: 701 S. Fry Road, Katy, TX 77450

The Customer Service Representative I (CSRI) is responsible for acting as a liaison between the Hospital and the Physician Organization (PO) within Houston Methodist, the patient, providers, and payers for all post-care matters related to account resolution.

The CSRI will interact with all the Single Billing Office (SBO) sub-units and other hospital and PO service areas on a daily basis. The CSRI will need to cultivate good business relationships to promote harmony and effective communication to resolve patient concerns post care.


System and department specific ICARE values

INTEGRITY: We are honest and ethical in all we say and do.
COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
ACCOUNTABILITY: We hold ourselves accountable for all our actions.
RESPECT: We treat every individual as a person of worth, dignity, and value.
EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.


Duties and Responsibilities are cross-referenced to the hospitals Pillars of Excellence and will be transferred to the Performance Evaluation.

People 20%
Accepts incoming phone calls to resolve the patients concerns or questions immediately
Communicates with other Hospital and PO Departments to ensure issue resolution for inbound callers
Provides follow-up for issues that are not solved on the incoming phone call
Identifies trends impacting performance and facilitate cross-training between unit staff
Demonstrates analytical skills required to bring the account for resolution. This includes analyzing the data elements (clinical and financial) within Epic® to determine the current state of the account. Also, the account memos are to be read with intent to understand prior actions taken on the account and to ascertain the next best action to take the account to resolution status.
Documents accounts in a brief and concise manner, indicating resolution or steps needed for resolution. Documented memos should be fully understood by the next person who reviews the account.
Attends regular unit meetings
Utilizes SBO technology in an effective manner to ensure resolution of customer concerns.

Finance 20%
Follows levels of authority for posting adjustments, refunds, and contractual allowances
Understands the Revenue Cycle and the patient account cycle in Epic to resolve calls efficiently

Quality/Safety 20%
Leverages knowledge of vendor and technology systems that promote the patient experience to resolve customer concerns more efficiently. Vendor and technology systems include but are not limited to: Epic®, Cisco ®, Emdeon ®, MyChart ® early out vendors, and bad debt vendors.
Leverages knowledge of payor systems to resolve customer concerns more efficiently by being able to communicate all the financials elements of the Explanation of Benefits to the customer. Payor systems include but are not limited to: Managed Care, Medicare, Medicaid, and Indemnity.
Follows the inbound scripting guidelines outlined by the Supervisor and/or Manager when interacting with patients to maintain a high quality of service
Meets weekly productivity and quality standards
Ensures protection of private health and personal information. Adheres to all HIPAA and PCI compliance regulations.
Participates in compliance discussions as required by the organization

Service 20%
Documents accounts in a brief and concise manner, indicating resolution or steps needed for resolution. Documented memos should be fully understood by the next person who reviews the account.
Demonstrates communication skills in a clear, concise, articulated and professional manner in both verbal and written capacities.
Demonstrates advanced knowledge of the cycle of a patient guarantor account, which will include hospital and physician charges

Growth/Innovation 20%
Attends required training sessions and execute skills acquired through training in a proficient manner as evidenced through quality review scores.
Work effectively to ensure resolution of customer concerns. This includes incorporating feedback and instruction/training into daily routines on an immediate basis.


High school diploma; college degree preferred


1 year Hospital Information System experience and 1 year of previous customer service experience.

Prior experience is Patient Access Service and/or Patient Accounting, etc. is preferred




Advanced customer service and analytical skills preferred

Advanced PC skills; specifically proficient with Microsoft Office Suite

Advanced verbal and written communication skills in the English language