Customer Service Billing Associate I

The SBO Customer Service Billing Associate is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125 + practice locations. The department is responsible for $65-70M in total Self-Pay AR.

About the role

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
• Aid patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
• Maintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions
• Review credit balances; process refund requests. Accurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes and identify root causes of data discrepancies
• Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross-functional collaboration
• Meet daily/weekly productivity standards with acceptable QA results. Manage a cash drawer as needed
• Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
• Perform cross-functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution

Responsibilities

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
• Aid patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
• Maintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions
• Review credit balances; process refund requests. Accurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes and identify root causes of data discrepancies
• Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross-functional collaboration
• Meet daily/weekly productivity standards with acceptable QA results. Manage a cash drawer as needed
• Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
• Perform cross-functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution

Requirements

• High School Diploma/G.E.D. - required
• Associate's Degree - preferred
• 1–2 years of relevant customer service or support experience - preferred
• Proven capability to self-manage and take initiative in completing assignments with accountability
• Excellent verbal and written communication
• Strong attention to detail; ability to follow processes accurately
• Basic understanding of relevant financial/billing terms
• Effectively defuse high-stress customer interactions to achieve positive outcomes
• Familiarity with CRM or customer support software
• Ability to manage time effectively and complete multiple tasks timely
• Equivalent combination of relevant education and experience may be substituted as appropriate

Qualifications

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
• Working Conditions
• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Skills

• Professional communication
• Accuracy
• Problem-solving skills

Benefits

• Professional development opportunities
• Flexible scheduling
• Health and wellness programs

Pay

$46,215.00 - $60,080.00

Schedule

Day Shift