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Customer Experience Specialist

Do you have strong customer service skills?  This Customer Experience position is ideal for a people person who enjoys problem-solving, investigating and resolving customer complaints.  In addition, this detail-oriented role resolves compliance issues and questions.  This is a great entry level career opportunity for a detail-oriented person with exceptional oral and written communication skills.  A working knowledge of patient co-pays, deductibles, financial assistance and/or charity care, hospital billing, and medical insurance would be a plus for this position.  BCA Financial has a dynamic healthcare patient accounting, credit and collections office environment in an attractive Miami office park.   Our Customer Experience team supports operations by communicating with customers, employees, and others to answer questions, explain information, and investigate and resolve patient disputes and complaints.  

Essential Functions

  • Identify and assess customers’ needs to achieve satisfaction by processing voicemail and/or written correspondence, complaints and disputes
  • Gather records from all relevant sources pertinent to specific inquiries and matters; review them for completeness and accuracy and position accounts for appropriate and timely follow-up
  • Identify and resolve problems in a timely manner, develop alternative solutions, use reason even when dealing with emotional situations
  • Review and analyze accounts by examining historical data, evaluating past efforts, using intuition and utilizing information received in a variety of formats (i.e. written, verbal, etc.) and from a variety of sources (i.e. consumer, consumer’s representatives, Credit Reporting Agencies, regulatory entities, etc.)
  • Answer all inquiries from consumers promptly; attempt to resolve consumer concerns by inquiring as to specifics of issues and clarifying information where necessary 
  • Verify and/or obtain updated demographics on each contact
  • Assist callers by quickly determining the caller’s needs and accurately directing calls to the appropriate personnel and/or department.  Communicate efficiently and effectively in obtaining, giving and exchanging information.
  • Process incoming and outgoing mail; receives and distributes incoming mail; interoffice mail; and assembles mail and other items
  • Use relevant information and individual judgment to determine whether events or processes comply with company and client expectations as well as all relevant local, state and federal regulations
  • Maintain established productivity standards and meet performance standards on a consistent basis
  • Communicate orally and in writing with consumers, third parties, clients, management and co-workers in face-to-face, one-on-one and group settings
  • Pursue training and development opportunities; strive to continuously build knowledge and skills, share expertise with others
  • Maintain a neat, organized and secure work area in compliance with regulations set out by the Health Insurance Portability and Accountability Act (HIPAA)
  • Demonstrate a strong working knowledge of the Health Insurance Portability and Accountability Act (HIPAA), Fair Debt Collections Practices Act (FDCPA), Florida Consumer Collections Practices Act (FCCPA), Fair Credit Reporting Act (FCRA), Consumer Financial Protection Bureau (CFPB) rules, and all other statutes, laws and regulations pertinent to the collection industry as well as industries served​

Job Requirements

  • High school diploma or equivalent
  • Minimum of 1-2 years of customer service experience
  • Passion for customer service and ability to energize others
  • Demonstrated track record of working in a team environment
  • Strong interpersonal and communication skills
  • Demonstrated flexibility to adapt to shifting demands and competing priorities
  • Exceptional reading, writing and oral communication skills

About the Company
BCA Financial Services, Inc. has over seventy years of successful experience, professionally serving the receivable management needs of the healthcare, commercial and retail sectors.  BCA provides an array of customizable accounts receivable management solutions enabling clients to gain control of their accounts receivable, maximize cash flow, reduce days revenue outstanding and bad debt expense, while improving public relations and customer satisfaction.We pride ourselves in maintaining a professional and ethical work environment and focus on educating and assisting consumers to better understand billing and collection processes. Our staff makes a significant difference to consumers, businesses and the U.S. Economy. You can too!

Salary & Benefits

  • Competitive pay
  • Rewarding career opportunities
  • Medical, Dental, Vision, Life, and 401k
  • Paid Holidays and Paid Time Off
  • Beautiful office park with gym and bistro on site
  • Business casual workplace
  • Comprehensive training and mentoring programs


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