Customer Service Representative

Position Summary:Customer Service Representatives in the EBO Dept play a vital part in ensuring the financial well-being of patients by providing exceptional customer service and contributing to the overall success of the healthcare organization. This position is responsible for helping patients resolve their account balances by pursuing payments in full, negotiating settlements and payment plans when necessary, and assisting with insurance and financial assistance questions. They will at all times provide excellent customer service to both internal and external customers.Job Duties:Patient Financial Communication:Engage with patients and their families via phone, email, text, and chat to address financial inquiries related to services, billing, insurance, and payment options.Billing and Insurance Support:Respond to patient questions about billing statements, insurance coverage, and payment plans.Collaborate with billing team to resolve discrepancies and facilitate insurance claims processing.Financial Counseling:Assist patients in understanding their financial responsibilities, including out-of-pocket costs and available financial assistance programs.Implement strategies for the timely and effective collection of outstanding balances from patients.Work with patients to establish suitable payment plans and options, ensuring affordability and adherence to financial policies.Issue Resolution:Investigate and resolve patient concerns or complaints promptly and professionally.Escalate complex issues, errors, complaints, and disputes to appropriate departments while maintaining transparent communication with the patient.Data Security and Compliance:Adhere strictly to healthcare regulations, including but not limited to HIPAA, FDCPA, TCPA, and PCI to safeguard patient financial information.Ensure all financial transactions and interactions comply with privacy and security protocols.Documentation and Reporting:Maintain accurate and detailed records of conversational and financial interactions within the collections management system or health information system as required.Continuous Improvement in Financial Services:Stay informed about changes in healthcare policies, billing procedures, and industry trends.Contribute insights to process improvement initiatives aimed at enhancing patient financial services.QualificationsHigh school diploma or equivalent; additional education or certifications in healthcare administration or financial services is advantageous.Understanding of industry regulations including HIPAA, FDCPA, TCPA, and PCI.Proficiency in medical terminology, insurance processes, and financial counseling.Excellent verbal and written communication, interpersonal, and problem-solving skills.Ability to multitask and prioritize in a dynamic and fast-paced financial services environment.Ability to retain and apply training material including client specific processes and procedures.Capable of learning new software applications in a timely manner.Consistent work history and strong referencesAbility to pass pre-screening requirements.Demonstrates a compassionate and patient-centered approach to all healthcare-financial interactions.

Created: 2026-01-05