Healthcare Billing Customer Service Representative | US Healthcare

Key responsibilities

Serve as a primary point of contact for patients regarding post-service billing inquiries received through an established call queue, email, patient portal, and other communication channels, providing timely, accurate, and professional assistance. Research patient accounts and provide clear explanations of charges, payments, adjustments, outstanding balances, insurance processing, and patient financial responsibility. Assist patients in understanding insurance-related billing activity, including deductibles, copayments, coinsurance, non-covered services, denials, and other amounts assigned as patient responsibility based on available payer information and Explanation of Benefits (EOB). Review account history, claim status, payment activity, and supporting documentation to identify the cause of billing questions or discrepancies and determine the appropriate action necessary to resolve the inquiry. Resolve patient billing concerns within established authority and workflows, including initiating appropriate account corrections, routing issues for additional review, or escalating complex matters when necessary. Educate patients regarding available payment options, payment plans, financial assistance processes, and other applicable resources in accordance with UMP policies and procedures. Communicate complex billing and insurance information in a clear, concise, and patient-friendly manner while demonstrating empathy, professionalism, and UMP customer service standards during every interaction. Document all patient communications, account research, actions taken, and resolution details accurately and thoroughly within the appropriate system to support continuity of service and appropriate account follow-up. Identify recurring patient billing issues, trends, upstream errors, or process concerns and communicate findings to Revenue Cycle leadership or the appropriate department for review and corrective action. Review self-pay accounts that meet established criteria for bad debt placement to validate account accuracy, required collection activity, and appropriateness for submission to a collection agency in accordance with UMP policies. About you

Graduate of Bachelor Degree

Minimum three (3) years of experience in healthcare Revenue Cycle management, patient financial services, medical billing, or a related patient account role, with direct experience assisting patients with billing and account inquiries. Experience working in a high-volume call queue environment and utilizing a multiline phone system to manage inbound and outbound patient communications. Experience researching patient accounts and responding to questions related to charges, insurance processing, payments, adjustments, outstanding balances, and patient financial responsibility. Experience utilizing an Electronic Medical Record (EMR), practice management, or patient accounting system. Strong understanding of common health insurance concepts, including deductibles, copayments, coinsurance, out-of-pocket maximums, contractual adjustments, non-covered services, and coordination of benefits. Excellent customer service and professional communication skills with the ability to translate complex healthcare billing and insurance information into clear, concise, and patient-friendly explanations. Strong conflict-resolution skills with the ability to remain calm, professional, and solution-focused when managing sensitive conversations, escalated concerns, and patients experiencing billing or financial frustration. Work Set up:100% Onsite in Bridgetowne Zeta Tower near Opus Mall

Nightshift Schedule