About this role
SUMMARY:
The Customer Service Representative serves as a primary point of contact for patients and internal staff regarding billing and account inquiries. This role communicates with patients to resolve account issues, explains financial responsibility, and supports revenue cycle processes to ensure timely and accurate reimbursement. The position collaborates with Business Office leadership to support departmental objectives and maintain high standards of customer service.
DUTIES AND RESPONSIBILITIES:
Primary Responsibilities
• Answers incoming calls related to billing and patient account inquiries.
• Post and process payments.
• Provide information regarding account balances, insurance coverage, and payment expectations.
• Calculate and communicate anticipated patient financial responsibility, including out-of-pocket amounts for services.
• Coordinate billing-related activities among team members and escalate complex issues to management as appropriate.
• Perform billing and insurance verification tasks as assigned.
• Research account discrepancies and assist with appropriate resolution.
• Document all account activity accurately within the practice management system.
• Maintain confidentiality of patient information in accordance with HIPAA regulations.
• Provide cross-coverage support within the Business Office as needed.
• Assist with workflow improvements related to customer service operations.
• Perform other duties as assigned.
BACKGROUND REQUIREMENTS:
Education and Experience
• High School Diploma or equivalent required.
• Minimum one year of experience in medical billing, registration, or collections required.
Required Skills and Abilities
• Strong customer service and interpersonal communication skills.
• Ability to explain billing and insurance information clearly and professionally.
• Strong attention to detail and accuracy in documentation.
• Effective written and verbal communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to exercise sound judgment and maintain confidentiality.
• Professional interpersonal skills with the ability to interact effectively with leadership, physicians, and peers.
• Proficiency in Microsoft Office (Word, Excel, Outlook, and PowerPoint).
• Proficiency in electronic medical record platforms (Epic).
Physical Requirements
• Ability to sit for extended periods while working at a computer workstation.
• Frequent use of hands and fingers for typing, data entry, and phone use.
• Ability to speak clearly and hear well enough to communicate by phone and in person.
• Occasional standing, walking, bending, and reaching.
• Ability to lift and carry up to 25 pounds (files, office supplies)
• Visual acuity to read computer screens.
• Ability to focus for long periods and manage high-volume, detail oriented tasks.