Revenue Cycle Customer Services Representatives
About The Position
The Revenue Cycle Customer Service Representative answers inbound patient calls about hospital and healthcare bills. The representative explains account balances, bills, basic patient financial responsibility, and payment-plan options; helps patients make payments or understand how to apply for financial assistance; and assists with access to patient or dependent account balances. The role also educates patients about MyChart and other self-service options, encouraging their use when appropriate. The representative documents interactions accurately in Epic and routes questions beyond their training or access level to the appropriate team. They are expected to remain professional and composed during emotionally sensitive, unusual, or urgent calls and to follow established escalation procedures for concerns beyond standard billing issues. This is a fully remote contract position based in Chesapeake, Virginia. The listed pay range is $22.00–$24.00 per hour.
Requirements
- Minimum of one to two years of customer service experience.
- Experience in an inbound contact center, call center, or queue-based phone environment.
- Strong verbal communication and active-listening skills.
- Ability to explain complicated healthcare or financial information in plain language.
- Strong attention to detail and accurate documentation.
- Ability to work independently in a remote environment.
- Reliable attendance and punctuality.
- Ability to follow scripts and procedures while creating a positive, human patient experience.
- Comfort assisting patients who may be anxious, confused, frustrated, or concerned about losing access to established physicians.
- Ability to protect confidential patient and financial information.
- Comfort working on a project where information, call volume, and procedures may change quickly.
Responsibilities
- Answer inbound patient calls about hospital and healthcare bills.
- Explain patient account balances and why patients received a bill.
- Assist patients who want to make a payment.
- Explain available payment-plan options.
- Help patients understand how to apply for financial assistance.
- Assist patients who cannot access their own account or a dependent’s account balance.
- Educate patients about MyChart self-service capabilities and encourage use of MyChart and other self-service options when appropriate.
- Explain basic patient financial responsibility, including copays, deductibles, coinsurance, outstanding balances, and payment arrangements.
- Document patient interactions accurately in Epic.
- Route questions outside the representative’s training or access level to the appropriate team.
- Maintain professionalism and composure when handling emotionally sensitive, unusual, or urgent calls.
- Follow established escalation procedures for concerns beyond a standard billing issue.
Benefits
- Medical, dental, and vision coverage, if eligible.
- Critical Illness, Accident, and Hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off/leave, including PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Education Level
No Education Listed
