Job Information

Providence Customer Service Specialist in Portland, Oregon


Providence St. Joseph Health is calling a Customer Care Specialist (Full-time, Days) to our location in Portland, OR.

Schedule: Training will be in the Portland office for the first 90 days, depending on performance can go 100% remote.

We are seeking a Customer Care Specialist to contribute to the achievement of service delivery, performance standards, and financial targets by:

• Ensuring PH&S patients have a positive customer experience while resolving patient accounts timely.

• Being available to assist customers by closely adhering to set schedules and handle time standards.

• Treating customers with compassion and respect as well as protecting their privacy.

The incumbent performs all duties in a manner that promotes the Providence mission, values, and philosophy. In all aspects, the incumbent serves as a role model for the values and mission of the organization

In this position you will:

  • Handle calls to and from patients, insurance companies, clients and various other sources to bring about prompt account resolution.

  • Take the initiative to secure payment or resolve account balances, contributing to the achievement of financial targets.

  • Pre-screen patients for potential financial assistance eligibility and follow through with initiating the appropriate paperwork.

  • Analyze billing issues and patient questions to determine next course of action such as updating status codes and fiscal fields.

  • Log and resolve lower level patient complaints and refer more complex complaints to Customer Care Coordinators.

  • Research payment discrepancies by retrieving documents and coordinate appropriate corrections.

  • Follow-up on Collection Agency complaints as necessary across regions.

  • Ensure deadlines are met and service delivery standards achieved.

  • Request adjustments in line with company guidelines and approval authority limits.

  • Maintain accurate, clear, concise, and complete account information in Providence Health & Services Revenue Cycle primary system.

  • Promote Providence Health & Services as a premier service organization by treating customers with compassion and respect and ensuring that service delivery targets are met.

  • Closely adhere to set schedules and handle time standards.

  • Report recurring problems to leadership.

  • Maintain confidentiality of all patient demographic, medical, and financial information. Maintain confidentiality of all Providence Health & Services Revenue Cycle and client information. Ensure proper handling and disposal of confidential documents and adherence to all HIPAA rules and regulations.

  • Comply with all applicable Federal, State, and local laws, regulations, and requirements as well as Providence Health & Services policies and procedures in all aspects of job performance.

Required qualifications:

  • High school diploma or GED.

  • 2 years experience in customer service.

  • Note: Staff coming on board as “on-call” (non-benefited) may have the education and experience requirements waved.

Preferred qualifications:

  • Associate or Bachelor's Degree.

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About the department you will serve.

One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.

We offer a full comprehensive range of benefits — see our website for details —

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Requsition ID: 104421
Company: Providence Jobs
Job Category: Customer Service
Job Function: Administration
Schedule: Full time
Shift: Day
Career Track: Admin Support
Department: 4001 SS RC CUST SUP SELFP2
Address: OR Portland 4400 NE Halsey St

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.