Customer Service Specialist

Customer Service Representative

This onsite customer service position requires regular, in-person interaction with patients in a professional, supportive environment. The role is focused on helping patients understand billing matters, insurance coverage, and their financial responsibilities with clarity, accuracy, and empathy.

Pay range: $18.65 - $20.50 per hour, based on experience.

Hours:

8:00 AM - 4:30 PM ET

• Assist patients with billing-related inquiries, including explanations of charges, insurance coverage, copays, deductibles, and other out-of-pocket expenses.
• Clarify insurance benefits and address processing concerns in a clear, professional, and patient-centered manner.
• Collect patient payments and ensure all transactions are handled securely and in accordance with established procedures.
• Work with patients to establish appropriate payment arrangements when needed, using empathy and strong problem-solving skills.
• Maintain accurate records, collaborate with internal teams, and consistently deliver a high level of customer service.

• High school diploma or GED required.
• Customer service experience required; healthcare, patient billing, revenue cycle, or call center experience preferred.
• Experience assisting patients or customers with billing questions, payments, account research, or issue resolution preferred.
• Ability to work onsite and interact directly with patients in a professional, respectful, and service-focused manner.
• Certifications:
  
  Certified Revenue Cycle Representative (CRCR) certification within 9 months of hire.

• Strong verbal communication and active listening skills, with the ability to explain account information clearly and compassionately.
• Ability to remain calm, professional, and solution-focused when assisting patients with sensitive or complex billing concerns.
• Strong attention to detail and accuracy when reviewing accounts, identifying discrepancies, processing payments, and documenting actions.
• Ability to prioritize work, manage account queues, follow up on pending items, and maintain productivity during varying patient volumes.
• Problem-solving and critical-thinking skills with the ability to research account activity and escalate appropriately when needed.
• Ability to partner effectively with internal Revenue Cycle teams and other departments to support timely account resolution.
• Commitment to patient confidentiality, compliance requirements, and high-quality customer service.
• Must be inquisitive and demonstrate openness to innovation, including artificial intelligence, to explore better processes and ways to alleviate friction and improve patient and client experiences.

This is an onsite position requiring direct interaction with patients, internal teams, and account systems throughout the workday. The role requires the ability to balance walk-up patient support, account research, outbound communication, and workflow productivity while maintaining professionalism, accuracy, and empathy in a fast-paced healthcare environment.

Join an award-winning company

• Five-time winner of "Best in KLAS" ,
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020,
• Energage Top Workplaces USA
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and…