Customer Services Associate IV - Single Billing Office
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![]() United States, Maine, Biddeford | |
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Summary This position is a hybrid role, based out of the Biddeford location. Position Summary This is the fourth level of a four-level career path in the SBO Customer Service Team and leads associates to roles such as Subject Matter Experts (SMEs) in Financial Counseling, Estimates, or SelfPay functions, Team Lead, or Trainer. The SBO Customer Service Associate's interactions are a direct reflection on the MaineHealth brand and must convey a friendly, caring and professional attitude with all customers. Subject Matter Experts (SMEs) attain the knowledge to handle calls and account with more complexity in the areas of Financial Assistance, Estimates, or SelfPay functions. Team Leads assist SBO Supervisor and Trainer in training and supporting SBO Customer Service Associates Levels 1-3. Trainers are responsible for ensuring SBO Customer Service Associates Levels 1-3 and Level 4 SMEs are educated in all aspects of SBO functions. SBO Customer Service Associate Level 4 also helps the team by being available for questions and assistance throughout the day via multiple means including phone, text or chat, and in person. The incumbent in this position not only works autonomously, but also acts as a trusted leader within the team. At this level, the incumbent is required to make decisions within the scope of established guidelines without managerial intervention. SBO Customer Service Associate Level 4 handles escalated and priority issues including taking or making calls, performing necessary research to identify billing issues, collaborating with other revenue cycle teams to arrive at the appropriate resolution, and communicating with SBO Manager or Director as needed. The incumbent will be required to work and manage special projects identified by SBO leadership, working within our team-based setting, and ensuring that workloads are distributed evenly. SBO Customer Service Associate Level 4 is responsible for performing SBO Associates Levels 1-3 functions as needed to cover paid time off, absences and LOA. Quality Assurance measures such as listening to recorded calls or coaching staff while on live calls are a requirement of an SBO Customer Service Associate Level 4. The incumbent supports the overall success of SBO Customer Service, SelfPay, and MaineHealth Patient Financial Services revenue cycle by demonstrating flexibility, collaboration and cooperation in a High-Performance Work Team (HPWT) environment while maintaining a high level of production and service quality. The SBO Customer Service Associate Level 4 supports multiple teams in the business office for the appropriate processing of all required work. An SBO Customer Service Associate Level 4 continues to gather EPIC, revenue cycle best practices, and industry standards knowledge in an effort to further career growth. Required Minimum Knowledge, Skills, and Abilities (KSAs)
Hybrid Additional Information MaineHealth is a health system whose members and affiliates include hospitals, physician practices, long-term care facilities, home care agencies, and support services. Learn more about this system at www.mainehealth.org |