Customer Service Representative - Patient Financial Services

Patient Assistance & Communication

• 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.

Account Review & Accuracy

• Review patient accounts to ensure charges, adjustments, and payments are accurate and appropriately applied.
• Verify that account balances in a self-pay status are correct by reviewing insurance remittance advice and related documentation.

Financial Assistance, Payment Posting, Payroll Deductions, & Credit Balance Review

• Review financial assistance applications for completeness and ensure all required documentation is received.
• Post patient payments accurately, including cash, check, and credit card transactions.
• Reconcile daily cash drawers and credit card batches at the end of each business day.
• Set up payroll deductions for employees in accordance with organizational policies and ensure accuracy in account posting.
• Review credit balances to determine if the credit is valid and should be refunded to the patient or insurance, transferred to another open balance, or adjusted appropriately.

Reporting, Productivity, & Administrative Support

• Review accounts receivable (AR) reports to ensure the appropriate amount is being billed to the patient. 
• Meet or exceed productivity and quality standards as monitored by management to ensure departmental goals are achieved.

Education: High School Diploma or Equivalent 

Skills and Knowledge:

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

Experience: 

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