Shared Services Center - Nashville

Job Summary

The Legal Support - Customer Service Representative (Hybrid) serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

As an Legal Support - Customer Service Representative at Community Health Systems (CHS) - SSC Nashville, you'll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. Our team members enjoy a robust benefits package including medical, dental and vision, insurance, and 401k.

Essential Functions

• Responds to customer inquiries through email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Processes and responds to legal documentation requests, including affidavits, subpoenas, and itemized billing statements, in accordance with department guidelines and timelines.
• Prepares, reviews, and verifies patient account balances and supporting documentation to ensure accuracy prior to leadership approval.
• Prints, scans, and organizes high volumes of legal and financial documents, maintaining confidentiality and compliance with company policies.
• Coordinates with attorneys, patients, and external agencies to provide required documentation and status updates.
• Notarizes documents and ensures timely return to requesting parties or agencies.
• Tracks and reports departmental metrics such as affidavit volume and request turnaround times.
• Provides backup support for functions such as check deposits and other departmental tasks as assigned.
• Performs responsibilities in a hybrid work environment, with an ongoing requirement to work onsite in the office three (3) days per week following initial training.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or some college coursework in a related field preferred but not required
• 1-2 years of legal support customer service experience required
• Familiarity with CRM software and customer service tools preferred
• Active Commissioned Notary Public preferred
• Must reside within the Franklin/Nashville, TN area to meet hybrid work requirements

Knowledge, Skills and Abilities

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Detail-oriented with a strong focus on accuracy and quality.
• Demonstrated ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.

We know it's not just about finding a job. It's about finding a place where you are respected, valued and where your work is purposeful and fulfilling. A place where your talent is recognized, professional development is encouraged and career advancement is possible.

The Shared Services Center - Nashville provides business office support functions like billing, insurance follow-up, call center customer service, data entry and more for hospitals and healthcare providers. But we're not only about work. We know employing a skilled and engaged team of professionals is vitally important to our success, so we make sure to offer competitive benefits, recognition programs, professional development opportunities and a fun and engaging team environment.

Community Health Systems is one of the nation's leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.