Associate Specialist, Customer Service - ONSITE - Great Falls, Montana

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

The Customer Service Associate Specialist provides comprehensive onsite support to patients after services are received, helping them understand their account balances, billing statements, payment options, and next steps. This role is responsible for assisting walk-up patient inquiries, researching and resolving account concerns, identifying corrections when needed, and submitting accounts for rebilling to ensure accuracy. The Associate Specialist must demonstrate professionalism, empathy, attention to detail, and a commitment to delivering a positive patient experience.

Essential Job Functions

• Assist patients onsite with questions regarding billing statements, balances, charges, payments, and available account resolution options.
• Provide clear, accurate explanations of patient accounts while maintaining professionalism, empathy, and confidentiality in all interactions.
• Process patient payments and support payment-related inquiries in accordance with established policies and procedures.
• Research and resolve account issues identified by patients, including discrepancies, incorrect charges, billing concerns, or missing information.
• Identify necessary account corrections and submit accounts for review, updates, or rebilling to ensure accurate patient statements.
• Proactively monitor and manage assigned accounts within the accounting system that require further review or follow-up.
• Track pending updates, account corrections, and rebilling activity to ensure outstanding items are resolved timely and accurately.
• Utilize periods of low patient walk-up volume productively by working assigned account queues and maintaining workflow standards.
• Make outbound calls to patients to provide account updates, communicate next steps, and follow up on items submitted for review or rebilling.
• Partner with appropriate internal departments to resolve patient inquiries and ensure account activity is completed accurately.
• Document all patient interactions, account updates, corrections, and follow-up actions clearly and thoroughly within required systems.
• Maintain quality, productivity, compliance, and customer service standards while supporting patient satisfaction and operational goals.

Employment Qualifications

• 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

Knowledge, Skills and Abilities

• 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 w