Customer Service Specialist Self Pay Specialist, Single Billing Office, Full-Time, Days, Baptist Jacksonville

About Baptist Health

Recognized as a top place to work in health care, Baptist Health cares for more patients in Northeast Florida than any other provider, ranking as “most preferred” for more than 30 years. We’re Jacksonville's only locally governed, faith-based, not-for-profit health system and provide a full spectrum of preventive and specialty care through 200+ locations and six hospitals. Our centers of excellence include Baptist MD Anderson Cancer Center, Baptist Heart Hospital, Baptist Neurological Institute and Wolfson Children's Hospital.

Baptist Health is hiring a Customer Service Specialist Self Pay Specialist II to join our Single Billing Office Customer Service Center. This is a patient-focused opportunity supporting hospital and professional services provided across the Baptist Health enterprise.

The Customer Service Specialist serves as a primary point of contact for patients, guarantors, and third parties, resolving billing and account inquiries through multiple communication channels. This role is ideal for an experienced billing and customer service professional who is comfortable navigating Epic, managing high-volume inquiries, and providing compassionate, efficient support to patients and families.

Customer Service Specialist Job Responsibilities

• Handle a high volume of patient inquiries through inbound and outbound telephone calls, interactive voice recorder (IVR) messages, MyBaptistChart inbasket messages, and social media
• Provide timely and accurate resolution of patient, guarantor, and third-party inquiries related to hospital and professional services
• Process patient payments and establish appropriate payment arrangements
• Coordinate and monitor timely responses from Baptist Health regarding contested patient accounts
• Utilize Epic and other applicable systems to research accounts, document interactions, and resolve billing inquiries
• Demonstrate empathy and compassion while supporting the Baptist patient and family experience
• Apply Baptist Health Core Values during all patient and customer interactions
• Maintain accuracy, efficiency, and professionalism while managing a high volume of inquiries

Customer Service Specialist Experience

• 3–5 years Medical Billing Experience (required)
• 3–5 years Customer Service Experience (required)
• Experience working with patient accounts, insurance companies, attorneys, or healthcare providers (preferred)
• Experience with Epic or other electronic health record/billing systems (preferred)

Customer Service Specialist Education & Credential Requirements

• High School Diploma (required)
• Certified Healthcare Access Associate (CHAA) (preferred)
• Certified Revenue Cycle Representative (CRCR) (preferred)
• Certified Revenue Cycle Specialist (CRCS) (preferred)

If you are interested in this Customer Service Specialist Self Pay Specialist II opportunity with Baptist Health, please apply today!

Serves as the point of contact for the Baptist Health integrated single billing office customer service center handling a high volume of patient inquiries through inbound and outbound telephone calls, interactive voice recorder (IVR) messages and MyBaptistChart inbasket messages and social media

• Responsible for the timely, accurate resolution of patient, guarantor, and third party (ie insurance companies, attorneys, providers) inquiries for hospital and professional services provided by the Baptist Health enterprise
• In addition to resolving inquiries, functions include processing of patient payments, establishing payment arrangements, coordinating and monitoring timely responses from Baptist regarding contested accounts
• Highly engaged in the Baptist patient and family experience, each Customer Service Specialist must be efficient and effective on the technical aspects of Epic but also demonstrate the Baptist Core Values with empathy and compassion.

Primary Location:

Metro Square