Summary:

The Patient Billing Customer Service Representative (CSR) is responsible for providing excellent service to patients, families, and other healthcare consumers regarding billing inquiries. This role involves the investigation and resolution of account discrepancies, the processing of payments, education of patients on insurance benefits, and ensuring accuracy in patient financial records. The CSR serves as a liaison between patients, insurance providers, and the healthcare system to support the patient and family financial experience.

Responsibilities:

1. Responds to inbound calls, emails, and written inquiries regarding patient billing statements, account balances, and payment options

2. Provides clear and empathetic communication to explain charges, payments, adjustments, and insurance processing
3. Assists patients with setting up payment plans and processing credit card or check payments over the phone
4. Investigates and assists in the resolution of billing issues
5. Escalates complex or unresolved issues to appropriate area or management personnel
6. Documents all patient interactions and account actions in the billing software system
7. Verifies insurance eligibility and benefits when needed
8. Coordinates with internal departments including HIM, Coding, and Insurance Follow-Up teams.
9. Maintains patient confidentiality in accordance with HIPAA and organizational policies.
10. Stays informed of changes in insurance regulations, billing procedures, and payer requirements.
11. Participates in ongoing training to stay current with healthcare regulations and customer service best practices.
12. Meets performance metrics related to call volume, resolution rate, and customer satisfaction.

Other information:

Technical Expertise

1. Empathy and patience in working with patients facing financial stress
2. Attention to detail and accuracy
3. Problem-solving and analytical thinking
4. Time management and multitasking skills
5. Basic knowledge of medical billing terminology and insurance processes
6. Proficient with computers and billing software (e.g., Epic, Cerner, or other EMR systems)
7. Familiarity with HIPAA and patient privacy practices

Education and Experience

1. Education: High School Diploma or GED
2. Licensure: None
3. Certification: None
4. Years of relevant experience: Minimum 1 year experience in a customer service or call center environment or Minimum 1 year experience in a billing area of a hospital, physician office or other health care setting.
5. Years of supervisory experience: None

Full Time

FTE: 1.000000

Status: Remote