Job Title:
Customer Service Representative
Division & Dept:
GBS RevCycle/Odyssey Health Systems
Reports To:
Customer Service Supervisor
Location:
Fairlawn, Ohio (Hybrid)
Hours:
7:45am-6:15pm (Call Center - shifts will fall within this time frame)
This position is responsible for managing incoming phone calls and written correspondence from patients and clients while consistently delivering exceptional customer service. The Customer Service Representative documents complaints and determines the appropriate course of action in accordance with departmental protocols and provides feedback to Billing and Accounts Receivable to support process improvements and enhance the overall client experience. The role also handles inquiries, resolves issues within scope, and ensures accurate documentation while maintaining all privacy and compliance standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Patient & Client Support
- Respond to inquiries received by phone, email, or other correspondence in a timely and professional manner.
- Provide attentive, compassionate service by actively listening and addressing patient needs.
- Manage high‑volume in-bound calls and place outbound calls to relay information or follow up on requests.
- De‑escalate concerns and resolve issues within scope; escalate complex matters appropriately.
Account & Billing Assistance
- Research patient questions or account issues using internal systems and provide accurate information.
- Audit patient accounts and offer clear billing explanations.
- Process payments received over the phone.
- Refer complaints to the Supervisor or upper management when appropriate.
Documentation & Compliance
- Document all interactions, concerns, and resolutions accurately in the designated systems.
- Maintain confidentiality and comply with HIPAA and all privacy regulations.
- Route messages, requests, and documentation to the appropriate departments.
Administrative & Operational Support
- Fulfill attorney requests for medical record information upon receipt of proper consent.
- Communicate trends, recurring issues, and process gaps to supervisors or relevant teams.
- Share feedback and ideas to support process improvement.
- Participate in training, quality assurance activities, and team meetings.
- Perform additional duties or assume new responsibilities as assigned.
- Adhere to hospital policies, call center protocols, and service‑level expectations.
- Maintain a calm, courteous, and professional demeanor in all interactions.
QUALIFICATIONS (Knowledge, Skills, and Ability Requirements)
- High School diploma or equivalent
- Minimum of 2 years relevant experience in a Customer Service environment; preferably in a medical or healthcare setting
- Experience in a call center environment is preferred
- Excellent communication skills required both written and verbal, with the ability to communicate effectively with internal and external business partners and patients.
- Demonstrated ability to work confidently with computers, including navigating software applications, managing multiple screens, and performing tasks that require continuous computer use.
- Detail‑oriented, organized, and able to prioritize tasks and manage multiple responsibilities
- Must be able to work flexible hours when needed and occasional extended hours when necessary
- Ability to adapt to change and work effectively in a fast‑paced environment
- Commitment to maintaining confidentiality and adhering to HIPAA regulation
ENVIRONMENTAL/WORKING CONDITIONS
- Standard office environment
- Ability to sit for extended periods and requires manual dexterity for calculator use and computer keyboard operation
- Frequent movement to access files, including bending, stooping, walking, and occasional lifting
GBS Corp (Odyssey Health Systems) is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. GBS Corp is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.