Customer Service Specialist, Patient Financial Services, Full-time - Brooks Rehabilitation

For 50 years, Brooks Rehabilitation, headquartered in Jacksonville, Fla., has been a comprehensive source for physical rehabilitation services. As a nonprofit organization, Brooks operates one of the nation’s largest inpatient rehabilitation hospitals in the U.S. with 160 beds, one of the region’s largest home healthcare agencies, 40 outpatient therapy clinics, a Center for Inpatient Rehabilitation in partnership with Halifax Health in Daytona Beach, the Brooks Rehabilitation Medical Group, two skilled nursing facilities, assisted living and memory care. Brooks will treat more than 60,000 patients through its system of care each year. In addition, Brooks operates the Clinical Research Center, which specializes in research for stroke, brain injury, spinal cord injury and more to advance the science of rehabilitation. Brooks also provides many low or no cost community programs and services such as the Brooks Clubhouse, Brooks Aphasia Center and Brooks Adaptive Sports and Recreation to improve the quality of life for people living with physical disabilities. Brooks Rehabilitation proudly employs over 2,500 clinicians and staff across the state of Florida. We are looking for exceptional people to join our culture of caring and bring our mission to life.

The Customer Service Specialist develops and implements initiatives to improve the patient experiences to achieve superior patient satisfaction outcomes. Analyzes, identifies and trends data in aggregate for performance improvement within the patient experience. Investigates, resolves, documents and reports patient, family and visitor concerns and compliments to hospital leadership and staff. Acts as a liaison for patients and families in effective problem solving of patient/family concerns and complaints.  Educates and orients patients and families with regard to excellence in patient experience and expectations of inpatient rehab experience.  Communicates patients’ complaints, problems and concerns to appropriate program team members.

Responsibilities: 

• Primary responsibility answer phones and assist walk in patients with billing questions. This also includes FDC’s, attorney and clinic questions regarding patient accounts.
• Responsible for maintaining the OP Billing email box, this includes timely responses to questions and requests.
• Responsible for processing returned mail
• Contacting patients/clinics regarding demographic billing rejections (ex. policy terms)
• Assisting the OP BO Clerk role as needed
• Responsible for compiling, reviewing for accuracy, and sending the Bad Debt report to the third party debt collection agency

 Qualifications:

• High school diploma with one year of healthcare/medical/ customer service/ collections/business/Doctor’s office experience. 
• Meditech experience preferred.
• Works well as part of a team and able to communicate effectively

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Clinical Education and Professional Development Programs

Hours: Monday - Friday, 40 hours per week

Location: 1101 Samuel Wells Complex, Suite 1102, Jacksonville, FL 32216