Patient Billing Customer Service Representative

Akron Children's is a healthcare organization dedicated to providing quality services. They are seeking a Patient Billing Customer Service Representative responsible for assisting patients and families with billing inquiries and ensuring accurate financial records.

Responsibilities:

• Responds to inbound calls, emails, and written inquiries regarding patient billing statements, account balances, and payment options
• Provides clear and empathetic communication to explain charges, payments, adjustments, and insurance processing
• Assists patients with setting up payment plans and processing credit card or check payments over the phone
• Investigates and assists in the resolution of billing issues
• Escalates complex or unresolved issues to appropriate area or management personnel
• Documents all patient interactions and account actions in the billing software system
• Verifies insurance eligibility and benefits when needed
• Coordinates with internal departments including HIM, Coding, and Insurance Follow-Up teams
• Maintains patient confidentiality in accordance with HIPAA and organizational policies
• Stays informed of changes in insurance regulations, billing procedures, and payer requirements
• Participates in ongoing training to stay current with healthcare regulations and customer service best practices
• Meets performance metrics related to call volume, resolution rate, and customer satisfaction

Requirements:

• High School Diploma or GED
• Minimum 1 year experience in a customer service or call center environment or Minimum 1 year experience in a billing area of a hospital, physician office or other health care setting
• Empathy and patience in working with patients facing financial stress
• Attention to detail and accuracy
• Problem-solving and analytical thinking
• Time management and multitasking skills
• Basic knowledge of medical billing terminology and insurance processes
• Proficient with computers and billing software (e.g., Epic, Cerner, or other EMR systems)
• Familiarity with HIPAA and patient privacy practices