Customer Svc Acct Specialist at Children's Hospital Of Philadelphia

Company Name
Children's Hospital Of Philadelphia
Job Title
Customer Svc Acct Specialist
Company Location
Philadelphia, PA
Contact Information
Required Education
Not Specified
Required Experience
Not Specified
Job Description

Req ID: 14481

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The Customer Service Account Specialist has the primary responsibility to address all inquires. The Customer Service Account Specialist must be professional, responsive and knowledgeable.  The Customer Service Specialist “owns” the relationship with the caller surrounding the inquiry.  Acting as a liaison between internal and external constituents, the individual in this role adheres to all departmental processes and policies to promote operational efficiencies and patient satisfaction. Each call is documented in the billing system to ensure continuity in communication and overall handling of the account. When more extensive research is required, the Customer Service Account Specialist contacts the appropriate department and ensures that a quality response is provided to the customer in a timely manner

Job Responsibilities

  1. Efficiently handles all calls received in a customer oriented and professional manner. Reviews account history to understand the full impact of the questions/complaints to ensure that all past account history is appropriately updated and issues resolved. Follows all procedures regarding how calls are to be answered (i.e., call guidelines) and documented in the billing system so that a consistent level of service is provided to all callers. Handles at least the average minimum number of calls each month, triages calls appropriately in an efficient manner.  Maintains quality results and customer service for all calls

  1. Completely resolves patient accounts whether related to insurance payer or guarantor. Supports both hospital billing and collections department. Reviews remittance advices and EOB’s. Must have the ability to track issues until they are adequately resolved.

  1. Serves as the sole point of contact throughout the full life-cycle for troubleshooting of issues/complaints from initiation through resolution.

  1. Resolves all complaints/issues within established timeframes and guidelines.

  1. Will access multiple systems, including insurance web sites in an effort to effectively resolve the callers’ issue. Will be expected to have a broad based knowledge of insurances and specialty billing in order to resolve the billing issue at hand. Has the authority and responsibility to resolve any third party collection issues to ensure appropriate self-pay portion of remittance.

  1. Works with other individuals (both within the business office and external of the business office) to obtain information needed to address the inquiry. Follow up as needed to ensure that customer expectations are met or exceeded.

  1. Maintains accurate account history, reviews the appropriateness of each balance. Maintains orderly filing system. Utilizes work queues to expedite resolution of outstanding accounts pertaining to credit balances. Refers guarantor to Financial Counseling/Charity Care when appropriate.

  1. Identifies root causes of customer barriers and/or complaints and works internally to voice the concerns to the appropriate department staff. Recommends enhancements to current processes to maximize efficiencies, decrease overhead, increase revenue and provide superior customer service.

  1. Sends and receives correspondence via email, fax or usps.

  1. Meet departmental and productivity quality standards.

  1. Other duties as assigned – job descriptions are subject to change, modifications may be made at any time to meet operational needs.

Required Licenses, Certifications, Registrations


Required Education and Experience

  • High School Diploma or GED
  • Two - Three (2-3) year’s healthcare and/or claims processing, billing or customer service experience.
  • Experience working in a Patient Financial Services or Business Office

Preferred Education, Experience & Cert/Lic

  • Bachelor’s Degree

Additional Technical Requirements

  • Excellent attention to detail.
  • Ability to defuse conflicts and handle stressful situations in a positive manner.
  • Excellent oral communication skills.
  • Strong interpersonal skills, professionalism, and customer service orientation.
  • Ability to work independently, meet specific goals and objectives; proven ability to prioritize.
  • Ability to handle confidential material.
  • Excellent organizational skills.
  • Good working knowledge of internal billing systems.
  • Knowledge of insurance and third party payment.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288 

Email:[Click Here to Email Your Resumé]

Job Requirements