In this pivotal role, you will collaborate closely with the central business offices of hospitals and physician groups to assist patients in understanding their billing statements and facilitate payments over the phone or through system portal access. Your responsibilities will be focused on a high level of customer service support, including negotiating payment arrangements, collecting insurance information, and clearly explaining the billing process, insurance coverage details, and the reasoning behind charges. With your expertise and customer service skills, you will play a crucial part in ensuring a seamless and satisfactory experience for the patient journey as they navigate their medical accounts.

Position Responsibilities:

• Initiates proactive measures that result in account resolution.

• Responds timely and accurately to all incoming correspondence and inquiries from insurance companies, and other appropriate parties.

• Deliver an exceptional customer experience while actively working to collect outstanding balances and negotiate payment terms.

• Interact with patients through automated dialer systems carrying both inbound and outbound activity while maintaining a professional and customer-centric approach.

• Responsible for collecting accurate insurance information, and explaining billing, insurance processing, and knowledge of payer and hospital updates.

• Adheres to established protocols and guidelines, diligently following up on accounts and leveraging systematic processes to drive consistent, compliant, and efficient account management.

 Job Requirements:

• Customer Support experience or experience as a Client Service Representative comfortable working in a fast-paced, remote team environment.

• Be proficient in Microsoft applications including Outlook, Word, Excel, and Teams.

• Detail-oriented and able to research accounts to bring them to an appropriate account resolution.

• Knowledgeable of patient accounts, medical terminology and basic understanding of insurance processes.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information is provided.

Preferred Experience:

• High school diploma or general education degree (GED); or at least 1-3 years related experience and/or training.

• Strong verbal and written communication abilities are essential for effective patient interactions.

• Must be able to identify account issues, recognize potential solutions, and resolve complaints or inquiries with high level of patience, empathy, and efficiency.

• Proficiency with computer including Microsoft Office/Teams.

• A medical background with experience in patient financial services is preferred.

• Epic experience preferred.