Customer Service Representative - Patient Financial Services

Key Responsibilities

• Provide prompt, professional, and courteous assistance to patients in person at the Main Campus or SHMP windows, while handling a high volume of incoming calls and emails to resolve billing and payment inquiries efficiently and accurately.
• Ability to follow up with insurance companies by phone or payer websites to research patient accounts, verify information, and confirm details such as eligibility and claim status.
• Other duties as assigned by Department Leader.

Qualifications

• Prior experience with: healthcare billing processes, including CPT and ICD-10 coding, payer guidelines, and timely filing requirements, interpreting remittance from insurance companies.
• Strong interpersonal skills are essential for effectively assisting patients and resolving complex or difficult situations with professionalism and empathy.
• Demonstrate excellent organizational abilities to manage, prioritize, and accurately process a daily workload while maintaining attention to detail and ensuring compliance with established policies and procedures.

Preferences

• Experience: Minimum of 1–2 years of experience in healthcare billing, customer service, or a related field.
• Knowledge: Experience with insurance billing procedures, CPT/ICD coding, and remittance advice preferred.
• Skills: Proficiency with Microsoft Office applications (Outlook, TEAMS, Excel) and electronic health record (EHR) or billing systems.

Special Position Requirements

• Blood Borne Disease Exposure Category: Category III
• Work Requirements: Ability to sit for six to seven hours daily at a computer terminal; Position involves frequent interaction with patients and staff in an office or front-desk environment. Will require rotating between main campus and satellite billing windows. Standard business hours with occasional extended hours based on departmental needs.