Advocate Aurora Health · 1 hour ago
Customer Service Trainee
AAO Oak Brook - 2025 Windsor Dr
Full-time
Onsite
Entry Level
$21.45/hr - $32.20/hr
1+ years expAdvocate Aurora Health is the third-largest nonprofit, integrated health system in the United States. They are seeking a Customer Service Trainee to develop proficiency in answering customer billing calls, providing outstanding customer service, and resolving billing inquiries in a high-volume call center environment.
Health Care
Responsibilities
Develops proficiency to answer customer inbound billing calls in a high-volume call center environment to service and retain customers. Responds to customers questions with the ability to resolve and process most concerns on the initial call
Learns to act using appropriate discretion, to address customer needs, resolve issues, and provide outstanding customer service. Works with appropriate departments to resolve questions and or issues related to billing, coding, and denials. Educates the customer regarding account concerns
Develops skills to access, understand and explain necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing
Becomes skilled at investigating and responding to all phone and/or written inquiries from patients/guarantors, insurance companies, physician offices, and government agencies regarding medical account billing. Makes calls to outside sources for additional information to ensure that all inquiries are resolved. Shares information following HIPAA guidelines
Accurately documents and updates the patient account system with all information received and action taken. Makes changes to patient demographics and insurance information; submits or resubmits claims to the insurance company when appropriate
Keeps abreast of insurance sequencing rules, medical billing guidelines or laws, and changes impacting patient accounts and uses resources to validate correct process and explanation
Requests payment in full and processes payments using the online system. Establishes acceptable payment plans when payment in full cannot be made
Makes appropriate patient account adjustments as necessary
Develops proficiency to respond to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints. Works with appropriate departments to resolve questions and/or issues related to billing, coding and denials
Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to higher level as needed. Proactively follows up with customers about information as needed to answer inquiries and resolve issues
Qualification
Required
High School Graduate, or
Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED)
Typically requires 1 year of experience in medical billing, cash application or insurance follow up, including six months of call center experience
Demonstrated knowledge of the health care, insurance terminology, and medical billing
Ability to interpret an explanation of benefits and understand the system adjudication process and determine how a claim was paid
Ability to work in a high-volume call center environment, using a computer and the telephone the majority of the day
Excellent customer service and follow up skills
Ability to speak English with customers to resolve customer issues, along with research and document the call on a computer
Works with a variety of customers and actively listens and responds with empathy to build rapport and understanding
Proficient computer skills (mail, email, and fax) including patient accounting systems
Ability to perform basic math skills
Demonstrated ability to work well independently and as a team
Strong multi-tasking, organizational, and time management skills. Adapts well to change
Ability to handle all escalated calls and resolve issues before they become escalated complaints
Ability to represent Advocate Aurora Health and the company values to patients
Ability to work to balance all aspects of the call center's KPI's
Preferred
The skill to speak other languages is a plus
Benefits
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Company
Advocate Aurora Health
Advocate Aurora Health is a Healthcare
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$10.17MKey Investors
National Cancer Institute
2022-12-02Acquired
2019-08-20Grant· $10.17M
Leadership Team
Don Fosen - CISM, HCISPP
Chief Technology Officer
Jon Kluge
Chief Operating Officer, Senior Vice President, Advocate Aurora Medical Group
Recent News
GlobeNewswire News Room
2025-02-17
Home Health Care News
2024-03-30
Charlotte Business Journal
2023-11-21
Company data provided by crunchbase