Call Center Representative - Hospital Billing (REMOTE)

Community Health Systems Professional Services Corporation•Franklin, TN

9h•Remote

About The Position

The Call Center Representative - Hospital Billing serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service. This entry-level role handles a variety of customer requests through phone, email, chat, and other communication channels in a performance-driven environment, following established service metrics and standards. The Representative collaborates with other departments to support timely and effective resolution of customer concerns. The Shared Services Center - Nashville provides business office support functions, including billing, insurance follow-up, call center customer service, and data entry for hospitals and healthcare providers. Community Health Systems operates healthcare delivery systems in 36 markets across 14 states, with 69 affiliated hospitals and approximately 1,000 other sites of care.

Requirements

High school diploma or GED.
1–2 years of customer service experience; preferably in a call center or help desk environment.
One year of experience in a call center with productivity expectations, high call volumes, and customer correspondence.
One year of experience with medical revenue cycle processes from scheduling through agency placement and final account disposition.
Knowledge of insurance collection follow-up or self-pay collections.
Strong verbal and written communication skills.
Proficiency with computer systems, including Microsoft Office Suite and CRM platforms.
Excellent problem-solving and critical-thinking abilities.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Attention to detail and a strong focus on accuracy and quality.
Ability to work independently and as part of a team.
Strong interpersonal skills and ability to build rapport with customers and colleagues.

Nice To Haves

Associate degree or some college coursework in a related field.
One year of experience in a hospital or physical business office.
Experience and knowledge of EOBs, remits, and UB-04s.

Responsibilities

Respond to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
Clarify and resolve customer issues by identifying needs, determining root causes, and implementing effective solutions.
Escalate complex or unresolved issues to appropriate team members or departments and ensure prompt follow-up and resolution.
Provide triage support for common issues related to platforms, applications, and back-office processes.
Document customer interactions accurately and thoroughly in the CRM system.
Adhere to quality standards and KPIs, including productivity, response times, and customer satisfaction ratings.
Deliver professional, patient, customer-focused service.
Contribute to a team-oriented environment by sharing insights, offering assistance, and collaborating with peers and supervisors.
Perform other duties as assigned.
Maintain regular and reliable attendance.
Comply with all policies and standards.