Customer Service Specialist (Full Time)

About the role

North OKC Medical Billing Office is seeking a full‑time Customer Service Specialist to work Monday through Friday, with no weekends or major holidays. The role provides patient support functions in the Central Billing Office, serving as a liaison between patients, the CBO, and clients regarding patient issues.

Responsibilities

• Provide patient‑related support for the CBO according to policies and procedures.
• Answer incoming phone calls promptly and courteously; return all telephone messages within 24 business hours (excluding holidays).
• Maintain HIPAA compliance in all communications.
• Answer billing questions, explain balances due, and evaluate/analyze accounts to resolve customer questions or complaints.
• Assist patients and/or guarantors with payment arrangements, budget plans, and patient discounts per CBO policies.
• Provide requested paperwork following release‑of‑information guidelines.
• Retrieve needed paperwork from Onbase, archives, EMR, or client contacts when required.
• Accept payments over the phone by credit card or check and forward to the appropriate department for processing.
• Update demographic and insurance data using information from patients/guarantors and client staff.
• Request claim re‑files when warranted and follow up on any additional actions based on new information.
• Perform initial charity screening; submit charity applications when patients meet criteria.
• Respond to patient correspondence by phone or mail and refer to other departments for resolution as appropriate.
• Contact clients for required information and ensure timely follow‑up until the information is received or the issue is resolved.
• Forward unresolved claim issues to the appropriate team or manager in a timely manner.
• Document all patient complaints to the Customer Service manager for tracking and reporting.
• Record all actions taken on an account in the appropriate notes section of the billing system.
• Exercise independent judgment to resolve complex account issues, completing any necessary research.
• Maintain positive, professional relationships with patients, physicians, staff, facilities, co‑workers, and other departments.
• Stay informed of rule or policy changes affecting the position.
• Remain proficient in all systems, programs, and processes associated with the CBO role.
• Work effectively with supervisors, co‑workers, and clients; follow supervisory directions.
• Avoid causing or contributing to workplace disruption.
• Ensure regular and reliable attendance.
• Perform other duties as assigned.

Requirements

• Effective and efficient communication skills.
• Proficiency with computer use, including Microsoft Office products.
• Strong phone etiquette and customer service abilities.
• Ability to thrive in a fast‑paced environment with frequent interruptions.
• Understanding of the claim reimbursement process from patient encounter to full claim resolution.
• Capability to answer questions about claim status, including pending third‑party insurance or patient responsibility balances.
• Excellent knowledge of third‑party payor contracts, processes, and procedures.
• Skill to analyze insurance EOBs/correspondence and explain them clearly to patients.
• Understanding of CBO patient payment guidelines and charity guidelines for each client.
• Ability to exercise independent judgment and resolve complex account issues, performing necessary research.
• Capability to correct issues found with claims, including demographic and insurance changes.
• Commitment to maintaining a positive, highly professional working relationship with all internal and external contacts.
• Expectation to stay current on any rule or policy changes relevant to the position.
• Proficiency in all systems, programs, and processes associated with the CBO role.
• Ability to work cooperatively with supervisors, co‑workers, and clients, and to follow supervisory directions.
• Commitment to refraining from causing or contributing to workplace disruption.
• Regular and reliable attendance.

Benefits

• Medical, dental, vision, and prescription coverage
• Life and AD&D coverage
• Availability of short‑ and long‑term disability
• Flexible financial benefits including FSAs, HSAs, and Daycare FSA
• 401(k) and access to retirement planning
• Employee Assistance Program (EAP)
• Paid holidays and vacation

Schedule

Full‑time position, Monday through Friday, with no weekends or major holidays.