PFS Customer Service Representative (Hybrid), Day Shift, Patient Financial Services
About The Position
Adventist HealthCare seeks to hire an experienced PFS Customer Service Representative who will embrace our mission to extend God’s care through the ministry of physical, mental, and spiritual healing. As a PFS Customer Service Representative, you will: • Respond to inbound patient calls regarding account balances, insurance questions, and billing concerns. • Resolve routine billing issues and provide clear explanations of charges, payment responsibilities, and financial options. • Process payments when authorized, following organizational cash-handling and payment-processing procedures. • Identify and escalate complex or clinically-related concerns to the appropriate clinical, billing, or revenue cycle teams. • Follow established escalation workflows to ensure timely resolution and quality service delivery. • Track, document, and maintain detailed records of all interactions in the CRM or healthcare-specific information systems. • Ensure compliance with HIPAA and all applicable privacy and security regulations at all times. • Meet or exceed departmental performance metrics, including average handle time, first-call resolution, and customer satisfaction targets. • Participate in outbound communication efforts such as appointment reminders, balance outreach, or service follow-ups as needed. • Contribute to a positive patient experience by maintaining professionalism, empathy, and clear communication.
Requirements
- Minimum of 2 years of customer service experience in a call center environment.
- Minimum of 2 years of experience in a healthcare financial or professional billing setting required.
- Strong communication and active-listening skills with the ability to explain complex billing information in a patient-friendly manner.
- Proficiency in CRM systems or healthcare financial platforms.
- Ability to multitask, prioritize, and navigate high-volume workflows.
- Demonstrated commitment to accuracy, confidentiality, and compliance.
- Customer-focused mindset with a strong desire to support patients and resolve concerns effectively.
- Fast-paced call center and office environment.
- May require extended periods of computer and phone use.
- Occasional schedule flexibility may be needed based on operational demands
Responsibilities
- Respond to inbound patient calls regarding account balances, insurance questions, and billing concerns.
- Resolve routine billing issues and provide clear explanations of charges, payment responsibilities, and financial options.
- Process payments when authorized, following organizational cash-handling and payment-processing procedures.
- Identify and escalate complex or clinically-related concerns to the appropriate clinical, billing, or revenue cycle teams.
- Follow established escalation workflows to ensure timely resolution and quality service delivery.
- Track, document, and maintain detailed records of all interactions in the CRM or healthcare-specific information systems.
- Ensure compliance with HIPAA and all applicable privacy and security regulations at all times.
- Meet or exceed departmental performance metrics, including average handle time, first-call resolution, and customer satisfaction targets.
- Participate in outbound communication efforts such as appointment reminders, balance outreach, or service follow-ups as needed.
- Contribute to a positive patient experience by maintaining professionalism, empathy, and clear communication.
Benefits
- Work life balance through nonrotating shifts
- Recognition and rewards for professional expertise
- Free Employee parking
- Medical, Prescription, Dental, and Vision coverage for employees and their eligible dependents effective on your date of hire
- Employer-paid Short & Long-Term Disability, Basic Life Insurance and AD&D, (short-term disability buy-up available)
- Paid Time Off
- Employer retirement contribution and match after 1-year of eligible employment with a 3-year vesting period
- Voluntary benefits include flexible spending accounts, legal plans, and life, pet, auto, home, long term care, and critical illness & accident insurance
- Subsidized childcare at participating childcare centers
- Tuition Reimbursement
- Employee Assistance Program (EAP) support
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
