Business Office Representative

CHARLOTTE EYE EAR NOSE AND THROAT ASSOCIATES PA•Charlotte, NC

6d•Onsite

About The Position

CEENTA is seeking a professional, detail-oriented Business Office Representative to assist patients with billing-related questions in a high-volume call center. Representatives spend most of the day handling inbound calls from patients and internal staff, providing courteous, timely, and accurate support and helping patients understand their accounts. The role is initially fully on-site for training and onboarding, with the possibility of a hybrid schedule after six months based on performance, attendance, and departmental needs. This is a full-time, non-exempt position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. It is not a traditional administrative office role: the work centers on answering calls, researching patient accounts, processing payments, documenting interactions, and coordinating with internal departments. Success requires strong multitasking and attention to detail, professionalism, and composure in a fast-paced environment.

Requirements

High school diploma or equivalent.
2–4 years of healthcare experience.
Ability to interpret Explanation of Benefits (EOBs).
Strong written and verbal communication skills with a professional, courteous tone.
Excellent attention to detail and follow-up skills.
Ability to multitask, make quick decisions, and work effectively under pressure.
Comfort handling a high volume of inbound calls while maintaining quality and productivity standards.
Professional demeanor and sensitivity and discretion when working with patients.

Nice To Haves

Previous experience in a call center, contact center, business office, or other high-volume customer service environment.
Experience with Epic EMR.

Responsibilities

Answer a high volume of incoming Business Office calls with urgency, professionalism, and empathy.
Assist patients with questions about balances, statements, insurance, and payments.
Research patient accounts to resolve billing concerns accurately.
Communicate with internal teams using Epic, In Basket messaging, email, and other channels to support timely resolution.
Manage accounts receivable by accepting and accurately processing patient payments.
Document patient interactions, inquiries, actions taken, and outcomes in detail.
Work assigned account queues, including duplicate charges, credits, merged accounts, returned mail, and bankruptcy cases.
Respond to emails, faxes, and communications from patients and internal CEENTA locations.
Maintain confidentiality, professionalism, and compliance with CEENTA policies.
Maintain reliable attendance and work effectively in a fast-paced call center environment.