Urology Billing Customer Service Representative (Remote)

Aeroflow Health • Asheville, NC

151d • Remote

About The Position

Aeroflow Health is a rapidly growing company in the home health products and equipment industry, prioritizing customers, community, and coworkers. They foster career building through internal promotion and reward. The company has four main divisions: Urology, Diabetes, Mom & Baby, and Sleep. The Urology division specializes in incontinence products like diapers, underpads, and catheter supplies, shipping to over 100,000 patients monthly. Aeroflow Urology is a leader in the incontinence industry, boasting a 4.9/5 star average on over 7,000 Google reviews, with a strong focus on customer service. The Urology Billing team specifically handles denied claims, provides medical documentation to insurance carriers, and manages insurance audits.

Requirements

• 2 years recent work history

Nice To Haves

• Bachelor’s degree from accredited university (any field)
• Prior work experience in healthcare or health insurance
• Detail oriented & critical thinker
• Excellent customer service skills
• High level of organization
• Strong decision maker
• Strong communicator
• Flexible and adaptable
• Empathetic, compassionate, inclusive

Responsibilities

• Handle high-volume inbound and outbound phone calls (6–8 hours daily) to assist patients, insurance providers, and healthcare offices with billing inquiries and account resolution.
• Provide exceptional customer service by explaining medical billing statements, insurance claims, payment options, and account balances in a clear and professional manner.
• Research and resolve billing discrepancies, denied claims, and payment issues while maintaining accuracy and compliance with healthcare regulations and company policies.
• Document all customer interactions, account updates, and payment arrangements accurately within billing and CRM systems.
• Collaborate with insurance companies, healthcare providers, and internal departments to ensure timely claim processing and issue resolution.
• Maintain productivity and quality standards in a fast-paced call center or billing environment while demonstrating empathy and professionalism with every interaction.
• Process patient payments, establish payment plans, and educate customers on insurance coverage and billing procedures.
• Protect patient confidentiality and comply with HIPAA regulations during all customer communications and account handling.
• Performs other duties as required.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance.
• Maintain HIPAA/patient confidentiality.
• Regular and reliable attendance as assigned by your schedule.
• Other job duties assigned.

Benefits

• Competitive Pay
• Health Plans with FSA or HSA options
• Dental Insurance
• Vision Insurance
• Optional Life Insurance
• 401K with Company Match
• 12 weeks of parental leave for birthing parent
• 4 weeks leave for non-birthing parent(s)
• Additional Parental benefits to include fertility stipends, free diapers, breast pump
• Paid Holidays
• PTO Accrual from day one
• Employee Assistance Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level