Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.

Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.

Position Summary

The Senior Customer Service Representative provides timely response and resolution to inquiries on account balances of the uninsured and underinsured patient as well as other patient out-of-pocket expenses related to co-insurance and deductibles. The representative responds to initial patient-family requests; provides detailed explanations of patient billing information; resolves patient-family questions; performs follow-up on outstanding concerns, and collaborates with other departments to research patient billing history. The position also supports the team by resolving complex questions and providing hands-on training. The position consistently demonstrates excellent customer service and communication skills.

Scheduled hours: 8:30am to 5pm during training, 8:00 am to 4:30 pm after training period ends

This position currently works on site at 5901 Lincoln Drive, Edina MN. It will transition back to remote after an undetermined period of time.

License/Certification/Registration required? No

Education:

• High School Diploma required
• Business related course work preferred

Experience:

• 5+ years of customer service experience
• Experience working with a wide variety of PC applications

Knowledge/Skills/Abilities:

• Working knowledge of billing and follow-up processes
• Excellent customer service through oral and written communication to patients, families, and other external and internal contacts
• Excellent communication skills when dealing with patients, families, public, co-workers, and professional offices
• Knowledge of HIPAA privacy standards and PCI compliance regulations
• Proficient use of systems (computer, applications, phone systems)
• Basic knowledge of medical terminology
• Detail-oriented, good organizational skills, and ability to be self-directed
• Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
• Flexibility to perform other tasks as needed in an active work environment with changing work needs
• High-level problem solving, analytical, and investigational skills
• Ability to learn quickly and meet continuous timelines
• Exhibits behaviors consistent with principles of excellent service
• Demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
• Exhibits behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership and service, teamwork, compassion, integrity, and trust and respect)

Physical Demands

Please click here to view the Physical Demands

The posted pay range represents rates for a grouping of multiple jobs within a salary grade. We carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, and organizational needs. Base pay is just one piece of the total rewards program offered by Children’s Minnesota.

All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.

Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.