Temporary – Customer Service Representative

City of Austin, TX
Published
November 18, 2022
Location
Austin, TX
Job Type
 

Description

Minimum Qualifications
Education and/or Equivalent Experience:

  • Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications Required:

  • None.

Notes to Applicants
The Emergency Medical Services department is responsible for managing critical time-sensitive life-threatening emergencies. While most of the assistance EMS gives to the community is medical in nature, everything we do is about service: service to our patients, their families and loved ones; service to our community; and service to the people who make up Austin-Travis County Emergency Medical Services. Under the direct supervision of the Revenue Cycle Manager, the Customer Service Representative will perform a wide variety of customer service tasks such a receiving inquiries by phone, email, fax, resolving customer issues and answering customer requests.

The Customer Service Representative will take cash and credit card payments in person and by phone. The Customer Service Representative will also research customer account information to explain services, charges and adjustments and also update account information such as insurance and demographic information.

Pay Range
$22.10 - $25.11

Hours
7:30 AM -4:30 PM

Job Close Date
11/30/2022
Type of Posting External
Department Emergency Medical Services
Regular/Temporary Temporary
Grant Funded or Pooled Position Not Applicable
Category Clerical
Location 15 Waller St., Austin TX
Preferred Qualifications
Preferred Experience:

  • Experience providing professional and courteous customer service with internal and external customers and ability to listen and accurately handle critical customer cases and extraordinary scenarios from customers
  • Cash handling experience
  • Experience working in a challenging, fast paced environment while meeting deadlines
  • Extensive experience handling a high volume of phone calls and emails daily
  • Experience with medical billing and knowledge of current insurance (Medicare, Medicaid, private insurance, Worker's Compensation) to ensure coverage and proper reimbursement
  • Experience verifying health insurance coverage
  • Bilingual (Spanish)

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments. Resolves customer issues with one call resolution. Answers customer requests or inquiries concerning services, products, billing, and equipment. Verifies customer account and active services using various databases and software applications. Researches customer account information to explain services, charges, and adjustments. Logs customer complaints, creates service requests, and routes to the appropriate department(s). Maintains and files all generated service requests.

Responsibilities - Supervisor and/or Leadership Exercised:

  • May train others

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

  • Knowledge of billing procedures.
  • Knowledge of good customer relations practices.
  • Skill in oral and written communication.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in using computers and related software.
  • Skill in planning and organizing.
  • Skill in handling conflict and uncertain situations.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to establish and maintain effective communication and working relationships with city employees and the public.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or TTY (512) 974-2445.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
This position requires graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet these requirements?

  • Yes
  • No

Briefly explain your Customer Service experience.
(Open Ended Question)
Describe your cash handling experience and processing medical billing payments in detail.
(Open Ended Question)
Please explain your ability to multi-task and work in a challenging, fast paced environment while meeting deadlines.
(Open Ended Question)
Please describe your customer service experience in a fast pace environment with high volume phone calls and e-mail communication. Include the number of years of experience and reference where in your application you gained this experience.
(Open Ended Question)
Please describe your knowledge of current insurance (Medicare, Medicaid, private insurance, Worker's Compensation) to ensure coverage and proper reimbursement.
(Open Ended Question)
Please describe your experience verifying health insurance coverage.
(Open Ended Question)
Select the statement that best describes your English/Spanish bilingual fluency level.

  • I speak both English and Spanish fluently
  • I speak some Spanish
  • I understand some Spanish
  • I am fluent in English only

If identified as a top candidate, do you agree to a Criminal Background Investigation (CBI)?

  • Yes
  • No

Optional & Required Documents
Required Documents Cover Letter Resume Optional Documents

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