Customer Service Rep Call Center

About the role

The representative provides excellent customer service while effectively collecting patient balances from patients, guarantors, their representatives or other 3rd party customers.

Responsibilities

• Screens for Financial Assistance eligibility and requests refunds.
• Maximizes the opportunity to collect self-pay balances on appropriate accounts while maintaining a high level of customer service.
• Processes credit card payments and establishes payment arrangements within departmental policy to resolve patient balances.
• Trips patients for financial assistance eligibility, sends applications for financial assistance when appropriate.
• Forwards refund requests to Cash Applications to process refund(s) when appropriate.
• Maintains customer accounts and open/unresolved cases.
• Actively monitors open and unresolved cases created.
• Ensures prompt resolution of customer concerns by working with insurance companies, physician offices, hospital departments including service areas, HIM and compliance.
• Follows up with customers using agreed upon contact method to resolve open cases, requests and issues.

Requirements

• Education: HS Diploma/GED preferred
• Experience: 1-3 years of healthcare call center experience, medical insurance experience (read and understand EOBs, out of pocket expenses), great customer service skills

Additional Information

What We Offer:

• Impact: Join a team that values innovation and outcomes, delivering life-saving care to our youngest and most vulnerable patients.
• Growth: Opportunities for professional development, including tuition reimbursement and developing foundational skills for neonatal critical care leadership and advanced certification.
• Support: A culture of collaboration with resources like unit-based practice councils and advanced clinical education support — improving both workflow efficiency and patient outcomes and allowing you to work at the top of your license.
• Benefits: Competitive compensation (additional compensation such as overtime, shift differentials, premium pay, and bonuses may apply depending on job), comprehensive health plans, free parking, and wellness programs.

Why LifeBridge Health?

With over 14,000 employees, 130 care locations, and two million annual patient encounters, we combine strategic growth, innovation, and deep community commitment to deliver exceptional care anchored by five leading centers in the Baltimore region: Sinai Hospital of Baltimore, Grace Medical Center, Northwest Hospital, Carroll Hospital, and Levindale Hebrew Geriatric Center and Hospital.

Our organization thrives on a culture of CARE BRAVELY—where compassion, courage, and urgency drive every decision, empowering teams to shape the future of healthcare.