Customer Service Representative - Texas Resident - Remote

Reports to – Customer Service & Collections Manager

The Customer Service Representative is responsible for handling patient and payer inquiries regarding medical billing, insurance claims, and account resolutions. This role ensures a positive patient financial experience by providing timely, professional, and accurate responses to billing-related concerns. The Customer Service Representative works under the direction of the Customer Service & Collections Manager to support revenue cycle operations and enhance the efficiency of billing processes.

• Handle inbound and outbound calls regarding patient balances, insurance claims, and billing inquiries.
• Provide clear and empathetic explanations of charges, payment options, and account statuses.
• Assist patients with setting up payment plans and making payments.
• Research and resolve billing discrepancies, denials, and adjustments.
• Work with insurance carriers to verify claims status and elevate issues as
• Maintain a professional and courteous demeanor in all patient interactions.
• Ensure timely and effective resolution of patient and payer concerns.
• Document all customer interactions accurately in the system.
• Adhere to HIPAA guidelines and company policies regarding patient information security.
• Follow Fair Debt Collection Practices Act (FDCPA) guidelines when addressing outstanding balances.
• Work closely with the billing, collections, and revenue cycle teams to improve patient financial engagement.
• Provide feedback to management on recurring billing issues and recommend solutions.
• Participate in training and team meetings.
• Support special projects related to billing and collections.

• High school diploma or GED required.
• Minimum of 1 year of experience in healthcare customer service, billing, or insurance claims processing.

• Excellent verbal and written communication skills.
• Basic knowledge of orthopedic-related coding, medical terminology, and insurance procedures preferred.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and Athena software.
• Ability to handle high call volumes and work in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• High attention to detail and ability to follow workflows accurately.

• Standard office environment with prolonged periods of sitting and computer use.
• Occasional high-stress work requiring interaction with upset patients or insurance representatives.
• Manual dexterity required to operate a keyboard, calculator, and office equipment.