Why ThedaCare?

Living A Life Inspired!

Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world.

At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.

Benefits, with a whole-person approach to wellness –

• Lifestyle Engagement
  • e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support

• Access & Affordability
  • e.g. minimal or zero copays, team member cost sharing premiums, daycare

About ThedaCare!

Summary :

The Customer Service Representative II performs second level customer service following established escalation procedures to de-escalate customer concerns. Is responsible for successfully analyzing account to resolve escalated customer requests in a timely, accurate, and consistent manner. Provides daily support and development for customer service representatives to support the goal of resolving customer requests first pass without delay.

Job Description:

KEY ACCOUNTABILITIES:

1. Demonstrates competency in key accountabilities of the customer service representative job.

2. Provides daily support to customer service representatives by assisting with questions, escalations, first level inbound call center to reduce hold time, and overall problem solving to assist and support the team member’s development.

3. Resolves complex billing complaints and questions by examining and analyzing all aspects of the account to draw logical conclusions, collaborates with clinical operations and interdepartmental team members, and determines next steps for resolution.

4. Completes work queues and other daily work associated with patient balances including processing bankruptcy notifications, financial assistance applications, balances due when patient is deceased, incorrect patient addresses, and past due accounts.

5. Plans, designs, and develops training materials to support onboarding and training of new customer service representatives.

6. Trains and validates competency of current and new team members.

7. Maintains web page to ensure call flows and information is up to date as a resource for customer service representatives.

8. Assumes job duties of the patient financial supervisor and/or co-workers in their absence.

9. Performs other miscellaneous duties including collecting data and preparing reports, maintaining paper and computer files relative to the area, participating in team member meetings, supporting activities, and attending in-services and retreats to nurture personal and professional growth.

QUALIFICATIONS:

• High school diploma or GED
• One year of experience working in a physician/hospital business office or three years working in a call center job (non-healthcare)

PHYSICAL DEMANDS:

Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance

• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties

WORK ENVIRONMENT:

• Use of computers throughout the work day
• Frequent use of keyboard with repetitive motion of hands, wrists, and fingers
• Normally works in climate controlled office environment
• Frequent sitting with movement throughout office space

Scheduled Weekly Hours:

40

Scheduled FTE:

1

Location:

ThedaCare Corporate Office - Neenah,Wisconsin

Overtime Exempt:

No