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Customer Service Representative II

Job Description

Job ID: 1217077
Employment Status: Full-Time
More Information:

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.


Role Purpose

The Customer Service Representative II serves as an advocate for patients and their families. This position provides communication support, guidance, interpretation and education on complex and/or escalated billing, claim status and customer-related inquires. This position is also responsibile for assisting patients with outstanding patient balances, which includes the resolution of debit and credit accounts balances based on the information gathered from insurers, physicians, hospital personnel, governmental agencies and patients. Additionally, this position is responsible for training and mentoring junior level staff.


  • Handles large volumes of incoming customer inquiries; utilizes customer service skills and tools to accurately identify,research and respond to the customers' inquiry.
  • Counsels patients on available payment options, such as payment arrangements, financial assistance, and various local, state and federal agencies which may be available to assist with funding of health care services.
  • Review patients account history to ensure all payors have been billed; validates accuracy of payments and adjustments; updates patient accounts with current insurance; documents all actions taken on a patient account.
  • Applies advanced skills to aid in resolving complex and escalated patient inquiries and account issues; provides feedback and suggestions to improve service levels and processes.
  • Serves as a subject matter expert and resource around customer service, self pay, financial assistance, bankruptcy, deceased and/or other regulatory matters; provides training, guidance, and support to team members towards the achievement of revenue management operational objectives.

  • Minimum Requirements



  • High School Diploma or GED


  • <2 years


    Preferred Requirements and Additional Job Information



  • 2-5 years

    Supervisor Experience

  • No Experience

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer