Customer Service Specialist II - HYBRID WORK ARRANGEMENT

Ensemble Health Partners•Pittsburgh, PA

4d•Hybrid

About The Position

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: Job Summary PLEASE NOTE: This is a hybrid position, with work performed both remotely and onsite at 11 N Wren Drive, 4th Floor, Pittsburgh, Pennsylvania The Customer Service Specialist provides excellent customer service to patients, clients, providers, and facilities by resolving account-related concerns and supporting key revenue cycle activities. This role is responsible for payment posting, payment reconciliation, deposit handling, and assisting patients with cash-related issues for client on-site pay stations while maintaining accuracy, confidentiality, and compliance with established policies and procedures.

Requirements

Candidates must reside in or near Pittsburgh, PA, to support the hybrid work schedule.
High school diploma or GED required.
One to three years of healthcare revenue cycle, customer service, call center, payment posting, cashiering, or cash-handling experience preferred.
Experience resolving patient account concerns, posting payments, reconciling deposits, and working with payment systems preferred.
Certified Revenue Cycle Representative (CRCR) certification required within nine months of hire, if applicable.
Strong customer service, communication, and problem-resolution skills.
Ability to research and resolve account issues with accuracy, urgency, and attention to detail.
Knowledge of healthcare revenue cycle processes, patient balances, payment posting, collections, and reconciliation.
Ability to handle cash, deposits, and confidential patient information in accordance with policy and compliance expectations.
Strong organizational skills with the ability to collaborate effectively with internal teams and client contacts.

Responsibilities

Provide excellent customer service to patients, clients, providers, and facilities by researching, troubleshooting, and resolving account-related concerns in a timely and professional manner.
Post patient and guarantor payments accurately and reconcile posted payments with deposited amounts to ensure activity is complete, balanced, and properly documented.
Receive deposits from Client’s providers and facilities; log deposits onto the designated spreadsheet and securely store them in the safe until pickup by the assigned banking service provider, such as Dunbar or another provider to be determined.
Assist patients with cash-related issues for client on-site pay stations, including researching payment concerns, documenting account activity, and escalating issues as appropriate.
Respond to patient questions regarding statements, balances, payment options, and account status while maintaining a courteous and patient-focused approach.
Partner with internal departments, client contacts, and revenue cycle teams to resolve customer service issues, payment discrepancies, deposit questions, and account concerns.
Review correspondence, account notes, reports, and payment-related work queues; take appropriate action and document accounts according to established procedures.
Identify trends, missed collection opportunities, payment discrepancies, or workflow gaps that may impact the patient, client, or provider experience.
Maintain confidentiality and adhere to Ensemble Health Partners policies, client procedures, cash-handling standards, and regulatory compliance requirements.