Customer Service Representative

Excellent opportunity for an experienced Customer Service Representative who has compassion for those needing help, who takes professional satisfaction in supporting co-workers, and who thrives in an environment that involves a variety of tasks. Our Bloomington IL. location seeks a full-time Customer Service Representative. Position may require some weekend and evening hours.

• Deliver exceptional customer service by adhering to Chestnut's behavioral standards and promoting its culture of service excellence.
• Greet customers, provide directions, answer phone calls, and route calls appropriately.
• Conduct patient interviews in person or by phone to collect demographic, financial, and other necessary information for billing and payer plan establishment.
• Assist patients with fee-related inquiries, collect financial information, and copy identification and insurance cards to establish service fees.
• Maintain knowledge of Chestnut’s emergency procedures, monitor lobby/building occupancy, ensure client and visitor safety, and complete Incident Reports as needed.
• Schedule appointments based on medical needs, gather medical concern information, determine need for nurse triage per red flag protocols, and coordinate triage when necessary.
• Check patients in and out following department protocols.
• Review EMR for follow-up appointments, update necessary information, and ensure completion of mandatory documentation, including consents, disclosures, and patient signatures.
• Verify payer eligibility through approved websites/software for each appointment and update the EMR accordingly.
• Receive and record payments according to prescribed procedures.
• Scan and attach documents to the patient EMR and provide backup to medical records staff.
• Participate in team, staff, QI, and development meetings, applying gained knowledge as appropriate.
• Operate office equipment, including copiers, printers, scanners, and fax machines.
• Maintain a clean, organized, and orderly work area.
• Collaborate with team members, providing backup support as needed.
• Promote the recovery model by demonstrating respect and courtesy to create a safe, welcoming environment.
• Promote Chestnut’s culture of customer service excellence through the adherence to Chestnut’s behavioral standards for customer service.
• Maintain and protect confidentiality and security of all organizational information gained in the course of performing job responsibilities including but not limited to, financial and client/patient information.
• Perform other duties as assigned.

High school diploma or equivalent. Strong customer service background. Excellent telephone skills. Knowledge of insurance policies and experience using an electronic health record with scheduling software desired. General knowledge of standard office procedures and use of office equipment. Good interpersonal and organizational skills, attention to detail, and discretion in handling confidential information. Demonstrated ability to communicate clearly and professionally with a diverse population. Ability to manage multiple tasks. Basic keyboarding skills. Experience using MS products. Ability to commute among locations to perform assigned duties. Valid driver’s license, private auto insurance. Must be insurable.

Are you intrigued by this job but don’t meet every single requirement? Research shows that women and people of color are less likely to apply for jobs when that’s the case. Chestnut is committed to building a diverse, inclusive, and authentic workplace. If you’re excited about any of our posted positions but your experience doesn’t line up perfectly, please apply anyway! You might be just the right candidate for another role. We’d love to explore the possibilities with you!

EOE – Minorities/Females/Veterans/Disabled. Chestnut welcomes applications from qualified individuals with recovery experience.

The anticipated starting pay for new hires for this position is between $16.00 - $17.00 an hour. There are several factors taken into consideration in determining base pay, including but not limited to: job-related qualifications, skills, education, experience, local market conditions, and internal equity.

check out our benefits here!