Billing Client Care Specialist

Overview

As a Billing Client Care Specialist, you’ll be instrumental in creating positive experiences that strengthen our brand and retain clients. Your primary responsibility will be to work with a strong sense of urgency to handle high-touch Client inquiries and escalations with ease, collaborating with teams across the business to ensure alignment for a streamlined Client experience.

Responsibilities

• Responsible for resolving client inquiries and concerns specific to the Billing process.
• Will provide high touch service through personalized, hands-on approach to client support that prioritizes direct human interaction, solution focused and building strong relationships with our clients.
• Maintain knowledge of billing processes and stay current with any changes or updates to process.
• Monitor and respond to email inquiries received via billing email inbox, dedicated billing phone line.
• Responsible for ensuring all inquiries that come to billing are appropriately prioritized and responded to according to department guidelines.
• Create and maintain streamlined communication practices, so that clients are getting consistent information.
• Maintain responsibility for all inquiries while consulting with billing team members and own all follow-up and resolution.
• Monitor all inquiries to ensure you escalate timely to leadership and ensure status and progress is relayed to the client if unable to resolve immediately.
• Monitor trends and report to Team Lead so that we can focus on the root cause to prevent future issues.
• Collect and provide feedback and bring forward process improvements that are focused on client experience.
• Will provide back up support to the billing specialist as needed to ensure billing is completed timely.

Qualifications

• High school diploma or GED required
• Expertise in Billing, with at least 1 year of experience as a Billing specialist
• Lifelong learner with strong curiosity to trouble shoot issues and identify root cause and advise next steps to a solution
• Ability to remain calm and professional in high stress/conflict situations
• Excellent communication skills that are focused on improving the Client experience
• Ability to prioritize and manage multiple tasks
• Excellent problem solving and analytical skills
• MS Office experience, including skills in Microsoft Outlook, Word, and Excel
• Ability to work overtime and flex schedule to accommodate coverage when needed NoSponsor Pay Range USD $21.63 - USD $26.44 /Hr.