Customer Service Specialist II - HYBRID WORK ARRANGEMENT

About the Role

The Customer Service Specialist provides excellent customer service to patients, clients, providers, and facilities by resolving account-related concerns and supporting key revenue cycle activities. This role is responsible for payment posting, payment reconciliation, deposit handling, and assisting patients with cash-related issues for client on-site pay stations while maintaining accuracy, confidentiality, and compliance with established policies and procedures.

Please note: This is a hybrid position, with work performed both remotely and onsite at 11 N Wren Drive, 4th Floor, Pittsburgh, Pennsylvania.

Responsibilities

• Provide excellent customer service to patients, clients, providers, and facilities by researching, troubleshooting, and resolving account-related concerns in a timely and professional manner.
• Post patient and guarantor payments accurately and reconcile posted payments with deposited amounts to ensure activity is complete, balanced, and properly documented.
• Receive deposits from Client's providers and facilities; log deposits onto the designated spreadsheet and securely store them in the safe until pickup by the assigned banking service provider, such as Dunbar or another provider to be determined.
• Assist patients with cash-related issues for client on-site pay stations, including researching payment concerns, documenting account activity, and escalating issues as appropriate.
• Respond to patient questions regarding statements, balances, payment options, and account status while maintaining a courteous and patient-focused approach.
• Partner with internal departments, client contacts, and revenue cycle teams to resolve customer service issues, payment discrepancies, deposit questions, and account concerns.
• Review correspondence, account notes, reports, and payment-related work queues; take appropriate action and document accounts according to established procedures.
• Identify trends, missed collection opportunities, payment discrepancies, or workflow gaps that may impact the patient, client, or provider experience.
• Maintain confidentiality and adhere to Ensemble Health Partners policies, client procedures, cash-handling standards, and regulatory compliance requirements.

Qualifications

• This position requires candidates to reside in or near Pittsburgh, PA, to support the hybrid work schedule.
• High school diploma or GED required.
• One to three years of healthcare revenue cycle, customer service, call center, payment posting, cashiering, or cash-handling experience preferred.
• Experience resolving patient account concerns, posting payments, reconciling deposits, and working with payment systems preferred.
• Certified Revenue Cycle Representative (CRCR) certification required within nine months of hire, if applicable.

Skills

• Strong customer service, communication, and problem-resolution skills.
• Ability to research and resolve account issues with accuracy, urgency, and attention to detail.
• Knowledge of healthcare revenue cycle processes, patient balances, payment posting, collections, and reconciliation.
• Ability to handle cash, deposits, and confidential patient information in accordance with policy and compliance expectations.
• Strong organizational skills with the ability to collaborate effectively with internal teams and client contacts.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• A culture rooted in collaboration, growth, and innovation where associates can do their best work and be their best selves.
• Professional development investment including professional certification relevant to your field and tuition reimbursement.
• Quarterly and annual incentive programs for employees who go beyond and keep raising the bar.