Associate Specialist, Customer Service

Accountabilities • Handle incoming patient inquiries and provide clear, professional assistance regarding statements, account balances, payments, and other customer service matters.

• Research patient accounts, identify issues, and coordinate with appropriate internal departments to ensure timely and accurate resolution.

• Post guarantor payments and establish payment plans in accordance with applicable policies and procedures.

• Communicate patient balances clearly while maintaining a compassionate, service-oriented approach throughout financial discussions.

• Connect patients with financial counseling resources, including charity screening, when appropriate.

• Apply knowledge of the healthcare revenue cycle to resolve customer service issues and collaborate effectively with other revenue cycle teams.

• Meet departmental collection and service objectives while maintaining high standards of patient satisfaction and communication.

• Document customer interactions and resolutions accurately within relevant systems and complete additional responsibilities as assigned.

• Remain curious and open to innovative approaches, including the practical use of AI, to identify better processes and reduce friction for patients and clients.

• Work remotely while remaining available to travel to client, temporary, or corporate locations when business needs require.

Requirements

• High school diploma or GED required.

• Customer service or call center experience preferred, ideally in a healthcare-related environment.

• Approximately 1–2 years of healthcare industry experience preferred.

• Certification as a Certified Revenue Cycle Representative (CRCR) is required within 9 months of hire.

• Knowledge of physician and hospital operations, healthcare revenue cycle processes, compliance, and provider relations is advantageous.

• Understanding of patient statements, payments, account resolution, collections, and financial counseling processes is preferred.

• Strong critical-thinking and problem-solving abilities, with the judgment to investigate account issues and determine appropriate solutions.

• Excellent verbal and written communication skills, with the ability to handle sensitive patient financial matters professionally and empathetically.

• Ability to collaborate effectively with multiple departments and build productive working relationships.

• Strong organization, attention to detail, and ability to work independently in a remote environment.

• Openness to innovation and emerging technologies, including AI tools that can improve efficiency, service quality, and patient experiences.

Benefits

• Annual hourly compensation of  $17.00–$18.65 , depending on relevant factors and experience.

• Comprehensive benefits supporting physical, emotional, and financial well-being, including healthcare, paid time off, retirement, and wellness programs.

• Fully remote work environment, with travel or onsite work at client, temporary, or corporate locations as business needs require.

• Professional development opportunities, including support for relevant professional certifications.

• Tuition reimbursement to support continued education and career development.

• Career advancement opportunities within a collaborative, growth-oriented environment.

• Incentive and recognition programs for employees who exceed expectations and contribute to organizational success.

• A culture centered on collaboration, innovation, leadership, work-life flexibility, and continuous improvement.

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