Customer Care Representative I

Cheyenne Regional Medical Center • Cheyenne, WY

11d

About The Position

The Customer Care Representative I works in a high-paced environment, handling inbound and outbound calls with patients. The role reviews patient accounts to answer questions, explains payment options, and assists with taking payments by phone using billing systems. It also answers questions about insurance payments and verifies demographic information.

The representative reviews patient accounts in depth, documents calls, coordinates with clinics and other departments to resolve issues, handles patient correspondence, updates and audits account information, and mails requested information. The role ensures workflow items meet turnaround-time and quality expectations. It also develops, maintains, and conducts standard work for complex accounts—including legal authorizations, probate, bankruptcy, and settlement offers—as well as reconciliation of accounts assigned to external collection agencies and posting account adjustments and refunds.

Requirements

• High school diploma, an equivalent certificate from an accredited program, or a higher degree.
• At least six months of customer service and/or monetary transaction experience.
• Ability to communicate effectively with internal and external clients.
• Ability to use good judgment and critical-thinking skills to identify and resolve problems.
• Proficiency with MS Office software, particularly Excel and Outlook.
• Computer and telephone knowledge.
• Efficient and accurate keyboarding/typing skills.
• Ability to demonstrate professionalism, a strong work ethic, and commitment to satisfaction.
• Functional knowledge of HIPAA rules and regulations.
• In-depth working knowledge of applications associated with the workflows.

Nice To Haves

• Call center experience.
• Bilingual Spanish.
• Coding and billing certification.
• Experience with privacy laws and access and release of information.

Responsibilities

• Receive inbound calls and make outbound calls to patients.
• Review patient accounts and answer questions about patient responsibility, billing status, insurance information, and charges.
• Communicate payment options and assist patients with making payments by phone using billing systems.
• Answer questions about insurance payments and verify demographic information.
• Summarize and document patient calls.
• Communicate and transfer information to clinics and other departments as needed to resolve issues.
• Process patient correspondence, update information, audit accounts, and mail requested information.
• Complete workflow items within established turnaround-time and quality expectations.
• Develop, maintain, and conduct standard work for complex accounts, including legal authorizations, probate, bankruptcy, and settlement offers.
• Develop, maintain, and conduct standard work for daily, weekly, and monthly reconciliation of accounts placed with external collection agencies.
• Develop, maintain, and conduct standard work for posting account adjustments and refunds.

Benefits

• Employer-sponsored medical, dental, and vision plans.
• 403(b) and 457(b) retirement options with a 4% employer match.
• Life insurance.
• Short-term and long-term disability insurance.
• Employer-sponsored wellness program.
• Employee assistance program.
• 21 PTO days per year, increasing with tenure.
• Tuition reimbursement program.
• Dedicated loan forgiveness advisory service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED