Customer Service Representative – Patient Financial Services

About the role

The Customer Service Representative is responsible for providing exceptional customer service to patients regarding their billing inquiries, payments, and account information. This role handles a high volume of incoming calls and in‑person visits, ensuring inquiries are resolved accurately and promptly in a fast‑paced environment.

Key responsibilities

• Provide prompt, professional assistance to patients in person, by phone, or email, handling billing and payment inquiries.
• Follow up with insurance companies or payer websites to verify eligibility, claim status, and other account details.
• Review patient accounts for accurate charges, adjustments, and payments.
• Verify self‑pay balances against insurance remittance advice.
• Review financial assistance applications for completeness and required documentation.
• Post patient payments accurately, including cash, checks, and credit cards.
• Reconcile daily cash drawers and credit‑card batches.
• Set up payroll deductions in accordance with organizational policies.
• Review credit balances to determine refunds, transfers, or adjustments.
• Monitor accounts‑receivable reports to ensure proper billing.
• Meet or exceed productivity and quality standards set by management.

Required profile

• High School Diploma or equivalent.
• 1–2 years of experience in healthcare billing, customer service, or a related field.
• Knowledge of CPT and ICD‑10 coding, payer guidelines, and insurance remittance interpretation.
• Strong interpersonal and organizational abilities with attention to detail and policy compliance.

Required skills

• Microsoft Outlook
• Microsoft Teams
• Microsoft Excel
• Electronic Health Record (EHR) or billing systems
• CPT coding
• ICD‑10 coding