Tandem Hospital Partners

Customer Service Representative, CBO

Job Locations US-TX-Houston
Job ID
# of Openings
Corporate Office


Tandem Hospital Partners works with leading hospital systems across the U.S. to build and operate state-licensed, CMS-accredited, acute care neighborhood hospitals.  These next-generation hospitals offer convenient, 24/7 neighborhood access to high quality, compassionate emergency and inpatient care, offering low wait times and an exceptional patient experience.


Tandem’s strong clinical, retail, and hospital experience establishes us as the preferred partner in this emerging, innovative industry segment with the most experienced, collaborative, values-driven leadership team.  By partnering with Tandem, hospitals can meet the growing demand for emergency and inpatient services in communities where they are currently underrepresented, providing more convenient access to high quality, integrated and patient-centered care.


Job Opportunity - Customer Service Representative


The Customer Service Representative is the organization’s liaison between patients, patients' relatives, and the healthcare organization; handles patients' questions, complaints, problems and concerns. Initiates appropriate follow up activities to insure timely satisfaction of patient account. Explains policies and procedures to patients and refers them to the proper services required. This role reports to the Manager, CBO Billing & Collections.




Essential Functions

  • Upholds the values and mission of the Tandem Hospital Partners family
  • Provides outstanding customer service to our hospital clients’ patients by phone to educate them on the hospital billing process and answer questions as needed
  • Notifies patients of out of pocket estimates prior to billing
  • Performs an assessment of the financial needs of the patients/families, and initiates appropriate follow-up activities to insure timely satisfaction of patient accounts
  • Develops plans based upon financial assessment and assists the patient/family in obtaining available resources from various agencies and provides educational and financial counseling to patients/families to ensure their understanding and compliance
  • Prior medical experience with the insurance verification, billing or the collections process is required
  • Reviews the patient’s account to ensure accuracy on the patient balance




Minimum Qualifications

  • High school diploma or equivalent
  • 2+ years’ experience in the medical setting
  • Medical Insurance knowledge and/or Medical billing experience (e.g.: Medicaid, Medicare, Commercial, Managed Care, EOBs, CPT & ICD-9 codes, HCFAs, UB92s, HCPCS, DRGs and authorization/referrals)
  • Demonstrated job stability
  • Strong attention to detail, time management and decision-making skills
  • Knowledge of patient estimator tools
  • Understanding of patient statements
  • Participates and attends monthly staff meetings
  • Contribute to team environment by performing other duties as assigned
  • Solid grammar and communication skills


Knowledge, Skills and Abilities

  •  Proficiency with numbers
  • Data entry experience
  • Basic math skills
  • Ability to work with the Operations department
  • Ability to learn new computer applications quickly and independently and become a skilled user of the company’s or JV partner’s proprietary database
  • Knowledge of HIPAA and PHI guidelines
  • Must be able to interpret an insurance Explanation of Benefits (EOB) and know the meaning of copay, deductible and coinsurance
  • Knowledge of in and out of network models preferred
  • Knowledge of different web based insurance portals and websites
  • Basic understanding of medical terminology
  • Excellent communication and problem solving skills
  • Skill in answering a telephone is a pleasant and helpful manner
  • Ability to work in a collaborative, team environment
  • Ability to be well organized, detail-oriented, in a fast-paced environment
  • Excellent customer service skills
  • Possess high standards relative to patient satisfaction
  • Knowledge of office administration procedures with the ability to operate most standard office equipment
  • Advanced computer skills including Microsoft Office; Word and Excel


Corporate Office, Downtown Houston, Texas


Eligibility Requirements

If you are applying for a position in the United States, you must be at least 18 years of age, legally authorized to work in the United States, and not require sponsorship for employment visa status (e.g. TN, H1B status), now or in the future.

Tandem Hospital Partners strongly values diversity and is committed to equal opportunity and non-discrimination in all its policies and practices, including the area of employment.  THP is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, genetic information or any other legally protected status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.


The essential functions listed are typical examples of work performed by positions in this job description and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks and responsibilities.  Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility.  Employees may also perform other duties as assigned.




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