Job Description

Job Summary 

The Bilingual A/R Call Center Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns. 

As an Insurance A/R - Call Center Representative at Community Health Systems (CHS) - SSC Nashville, you’ll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. Our team members enjoy a robust benefits package including medical, dental and vision, insurance, and 401k.

Benefits

Comprehensive Health Coverage – Medical, dental, and vision plans to keep you and your family healthy.Future Security: 401(k) with matchingStudent Loan Support – Up to $10,000 repayment assistance, because we invest in your future.Educational Tuition AssistanceCompetitive Pay & Full Benefits – A salary and package designed to reward your expertise and dedication.Paid Time Off

Essential Functions

Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.Provides triage support for common issues related to platforms, applications, and back-office processes.Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.Performs other duties as assigned.Maintains regular and reliable attendance.Complies with all policies and standards.

Qualifications

H.S. Diploma or GED requiredAssociate Degree or some college coursework in a related field preferred1-2 years of customer service experience required, preferably in a call center or help desk environment required1 year of experience in a hospital or physical business office preferred1 year of experience in call center with background of productivity expectations with high call volumes including customer correspondence1 year of experience with medical revenue cycle processes from scheduling through agency placement and final account dispositionKnowledge of insurance collection follow up or self-pay collections
Experience and knowledge about EOB, Remits, and UB-04s preferredBilingual in English and Spanish preferred.

 

Knowledge, Skills and Abilities

Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.Excellent problem-solving and critical-thinking abilities.Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.Detail-oriented with a strong focus on accuracy and quality.Demonstrated ability to work independently and as part of a team.Strong interpersonal skills and the ability to build rapport with customers and colleagues.

 

We know it’s not just about finding a job. It’s about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.

The Shared Services Center - Nashville provides business office support functions like billing, insurance follow-up, call center customer service, data entry and more for hospitals and healthcare providers. But we're not only about work. We know employing a skilled and engaged team of professionals is vitally important to our success, so we make sure to offer competitive benefits, recognition programs, professional development opportunities and a fun and engaging team environment.

Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.