PFS Customer Service Representative (Hybrid), Day Shift, Patient Financial Services

Support Center

If you are a current Adventist HealthCare employee, please click this link to apply through your Workday account.

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Adventist HealthCare seeks to hire an experienced PFS Customer Service Representative who will embrace our mission to extend God’s care through the ministry of physical, mental, and spiritual healing.

As a PFS Customer Service Representative, you will:
• Respond to inbound patient calls regarding account balances, insurance questions, and billing concerns.
• Resolve routine billing issues and provide clear explanations of charges, payment responsibilities, and financial options.
• Process payments when authorized, following organizational cash-handling and payment-processing procedures.
• Identify and escalate complex or clinically-related concerns to the appropriate clinical, billing, or revenue cycle teams.
• Follow established escalation workflows to ensure timely resolution and quality service delivery.
• Track, document, and maintain detailed records of all interactions in the CRM or healthcare-specific information systems.
• Ensure compliance with HIPAA and all applicable privacy and security regulations at all times.
• Meet or exceed departmental performance metrics, including average handle time, first-call resolution, and customer satisfaction targets.
• Participate in outbound communication efforts such as appointment reminders, balance outreach, or service follow-ups as needed.
• Contribute to a positive patient experience by maintaining professionalism, empathy, and clear communication.

Qualifications include:
• Minimum of 2 years of customer service experience in a call center environment.
• Minimum of 2 years of experience in a healthcare financial or professional billing setting required.
• Strong communication and active-listening skills with the ability to explain complex billing information in a patient-friendly manner.
• Proficiency in CRM systems or healthcare financial platforms.
• Ability to multitask, prioritize, and navigate high-volume workflows.
• Demonstrated commitment to accuracy, confidentiality, and compliance.
• Customer-focused mindset with a strong desire to support patients and resolve concerns effectively.
• Fast-paced call center and office environment.
• May require extended periods of computer and phone use.
• Occasional schedule flexibility may be needed based on operational demands

Work Schedule:

Day Shift

Hybrid

Pay Range:

$19.64 - $25.65

If the salary range is listed as $0 or if the position is Per Diem (with a fixed rate), salary discussions will take place during the screening process.

Under the Fair Labor Standards Act (FLSA), this position is classified as:

United States of America (Non-Exempt)

At Adventist HealthCare our job is to care for you.

We do this by offering:

• Work life balance through nonrotating shifts

• Recognition and rewards for professional expertise

• Free Employee parking

• Medical, Prescription, Dental, and Vision coverage for employees and their eligible dependents effective on your date of hire

• Employer-paid Short & Long-Term Disability, Basic Life Insurance and AD&D, (short-term disability buy-up available)

• Paid Time Off

• Employer retirement contribution and match after 1-year of eligible employment with a 3-year vesting period 

• Voluntary benefits include flexible spending accounts, legal plans, and life, pet, auto, home, long term care, and critical illness & accident insurance

• Subsidized childcare at participating childcare centers

• Tuition Reimbursement

• Employee Assistance Program (EAP) support

As a faith-based organization, with over a century of caring for the communities in the Maryland area, Adventist HealthCare has earned a reputation for high-quality, compassionate care. Adventist HealthCare was the first and is the largest healthcare provider in Montgomery County.

If you want to make a difference in someone’s life every day, consider a position with a team of professionals who are doing just that, making a difference.

Join the Adventist HealthCare team today, apply now to be considered!

COVID-19 Vaccination

Adventist HealthCare strongly recommends all applicants to be fully vaccinated for COVID-19 before commencing employment. Applicants may be required to furnish proof of vaccination.

Tobacco and Drug Statement

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