Commerce Bank Senior Healthcare Billing Customer Support Specialist in Kansas City, Missouri
About Working at Commerce
Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.
No wonder we’ve been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.
Location: 811 Main St, Kansas City, Missouri 64105
Job SummaryThe main purpose of this position is to provide high touch customer service to commercial, small business, and internal customers of the bank. This position is critical to the retention and growth of the business lines supported.Essential Function• Provide high touch customer service that reflects empathy and a positive attitude for commercial Healthcare banking products• Respond to health providers and internal business partners questions/requests via phone/email• Research issues and understand perspective of customer for concerns they are reporting• Partner with appropriate team members, internal partners and vendors to define issue, resolve issue and determine root cause • Find the best solution to complex customer issues which mitigates financial risk to client while maintaining Service Level Agreements (SLAs) • Resolve problems/troubleshoot technical issues with banking products, review templates and provide further details on transactions as needed.• Handle sensitive issues concerning Protective Health Information• Accurately document each customer interaction in a case management system• Effectively research and find answers to complex technical issues including advanced customer setup criteria • Act as Subject Matter Expert (SME), mentor team members, lead small projects and work with customers to provide solutions • Act as a point of escalation for system outages ensuring that these incidences are reported to the right internal partners/vendors• Facilitate in person and remote training sessions • Partner with sales to maintain a dedicated relationship with high priority customers• Assist with projects as needed• Perform other duties as assignedWork Schedule: Monday-Friday 8am-5pmKnowledge, Skills, & Abilities• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills • Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities • Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values• Ability to deescalate situations with customers with the ability to explain steps being taken to resolve an issue without creating a reputational risk to the bank • Receivables healthcare background with an understanding of claims, healthcare ERA/835, explanation of benefits and healthcare insurance company processes• Ability to maintain a high degree of confidentiality• Ability to translate technical requests to customers without technical expertise• General understanding of computer systems and applications • Intermediate level proficiency with Microsoft Outlook, Word, Excel and Power Point • Advanced understanding of revenue cycle receivables processes and Healthcare receivables products • Ability to ask questions, offer solutions, retain information and apply details to future situations• Ability to analyze multiple and diverse sources of information to define problems accurately• Demonstrate advanced level of professionalism and knowledge when attending off site meetings or customer visits• Ability to perform on-site customer visits/trainings with dedicated relationships • Demonstrate informal leadership skills • Ability to adjust communication content and style to meet the needs of diverse stakeholders• Show initiative in tough situations; is exceptional at spotting and seizing opportunities that will improve team processes and overall customer experienceEducation/Experience• High School Diploma or Equivalent• 5+ years customer service experience preferred• Cover letter required with applicationPreferred• Associate's Degree or Equivalent• 5+ years Healthcare Revenue Cycle experience required• 4+ years bank operations, technical or call center experience required
Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team.
Why Commerce? (https://www.commercebank.com/careers/about-commerce)
Inclusion and Diversity at Commerce
How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team)
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Equal Opportunity Employer
Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender, gender identity, gender expression, veteran status, disability status, or any other applicable characteristics protected by law.