St. Charles Health System

Compensation

Full Description

Pay range: $21.86 - $29.52 per hour, based on experience. In addition, this role is eligible to work remotely from an approved state by St. Charles (please refer to the list). If you do not reside in an approved listed state (or do not plan to relocate to an approved listed state) we request, you do not apply for this particular position. Approved states by St. Charles: Oregon, Arizona, Arkansas, Florida, Idaho, Missouri, Montana, Nevada, New Mexico, North Carolina, Oklahoma, Tennessee, Utah, and Wisconsin. About St. Charles Health System: St. Charles Health System is a leading healthcare provider in Central Oregon, offering a comprehensive range of services to meet the needs of our community. We are committed to providing high-quality, compassionate care to all patients, regardless of their ability to pay. Our values of compassion, excellence, integrity, teamwork, and stewardship guide our work and shape our culture. What We Offer: Competitive Salary Comprehensive benefits including Medical, Dental, Vision for you and your immediate family 403b with up to 6% match on Retirement Contributions Generous Earned Time Off Growth Opportunities within Healthcare ST. CHARLES HEALTH SYSTEM JOB DESCRIPTION TITLE: Customer Service Specialist REPORTS TO POSITION: Customer Service Supervisor DEPARTMENT: Single Billing Office DATE LAST REVIEWED: June 27, 2025 OUR VISION: Creating America’s healthiest community, together OUR MISSION: In the spirit of love and compassion, better health, better care, better value OUR VALUES: Accountability, Caring and Teamwork DEPARTMENT SUMMARY: The Single Billing Office (SBO) at St. Charles Health System (SCHS) provides revenue cycle services to our multi-hospital and medical group organization focusing on billing, collecting, and posting revenue. The goal of the SBO is to deliver a delightful, transparent, and seamless experience to patients and customers that capture and collect the revenue earned by SCHS in a quality, efficient and timely manner. Services include but are not limited to: billing insurance claims, posting insurance and patient payments, resolving insurance denials, collecting unpaid insurance claims, maintaining payer contracts in the EMR, resolving under and over payments, identifying and resolving payer issues, processing refunds, processing financial assistance applications, billing patients, resolving patient accounts including patient questions, and vendor management: lockbox, clearinghouse, early out, collection agencies. POSITION OVERVIEW: The St. Charles Customer Service Specialist is responsible for delivering quality customer service, receiving, reviewing and resolving patient billing concerns, performing financial assistance tasks, and assisting with other departmental duties. The Specialist must be comfortable working autonomously, be highly organized, and have excellent communication skills. This position does not directly manage any other caregivers. ESSENTIAL FUNCTIONS AND DUTIES: Answers incoming customer service phone calls. Communicates effectively with a wide range of customers, using strong interpersonal/public relations and time management skills. Enters clear and concise documentation in the patient health information system. Reviews/works both customer service and financial assistance reports and queues. Conducts financial interviews with patients/responsible parties to determine guarantor’s ability to pay, financial assistance eligibility, and payment plan options. Complete presumptive financial assistance screenings in alignment with all applicable policies, procedures and regulatory guidelines. Answers inquiries from external entities, law firms, third party collection agencies and other departments received via in-basket, mail, fax, phone and email. Maintains productivity and quality standards. Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change. Provides and maintains a safe environment for caregivers, patients and guests. Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings. Supports the vision, mission and values of the organization in all respects. Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. May perform additional duties of similar complexity within the organization, as required or assigned. EDUCATION Required: High School diploma or GED Preferred: Additional high school or college courses up to one year in medical terminology and office practices preferred. LICENSURE/CERTIFICATION/REGISTRATION Required: N/A Preferred: Certified Healthcare Financial Professional (CHFP), Certified Revenue Cycle Representative (CRCR), Certified Specialist Account and Finance (CSAF), Certified Specialist Payment and Reimbursement (CSPR), Registered Health Information Technician (RHIT), Certified Coding Specialist Physician Based (CCS-P), Certified Coding Associate (CCA), Certified Coding Specialist (CCS), Certified Outpatient Coder (COC), Certified Inpatient Coder (CIC), Certified Professional Coder (CPC), Certified Professional Biller (CPB). EXPERIENCE Required: One year experience in data processing, word processing, accounting, or health care clerical work required. Preferred: N/A PERSONAL PROTECTIVE EQUIPMENT Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely. ADDITIONAL POSITION INFORMATION: PHYSICAL REQUIREMENTS: Continually (75% or more): Sitting, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level. Frequently (50%): Standing, lifting 1-10 pounds, grasping/squeezing. Occasionally (25%): Bending, reaching overhead, carrying/pushing or pulling 1-10 pounds. Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs. Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 11-50 pounds, operation of a motor vehicle, ability to hear whispered speech level. Exposure to Elemental Factors Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface. Blood-Borne Pathogen (BBP) Exposure Category No Risk for Exposure to BBP . Schedule Weekly Hours: 40 Caregiver Type: Regular Shift: First Shift (United States of America) Is Exempt Position? No Job Family: SPECIALIST PATIENT FINANCIAL SERVICES Scheduled Days of the Week: Monday-Friday Shift Start & End Time: Typically 8 a.m. to 4:30 p.m. St. Charles Health System is a private, nonprofit organization, dedicated to providing high-quality care and the latest in health care technology to the communities it serves. Headquartered in Bend, Ore., St. Charles is an integrated delivery system, with a strong focus on population health, that provides a full range of evidence-based health care services within a 32,000-square-mile area in Central and Eastern Oregon. The health system owns and operates a trauma level II, tertiary referral center in Bend, a trauma level III, type B rural hospital in Redmond, and trauma level IV critical access hospitals in both Prineville and Madras. As the largest employer in Central Oregon, St. Charles Health System and St. Charles Medical Group care for our communities in more than two dozen outpatient clinics and in more than 20 specialty areas of medicine. For additional information, such as Career FAQ's, benefits, and why your dream job awaits, please visit our Careers site. With a variety of nursing positions available, you can choose a career path that fits both your interests AND your lifestyle. Please click on the link for additional help on navigating the candidate site and features of the candidate home page. Candidate Home User Guide