Customer Service Representative - Patient Financial Services

Unlock your potential for professional development! We are looking for a Full Time, Customer Service Representative to join our Patient Financial Services Team!

Located in northwest Arizona, Kingman has a mild climate with stunning Arizona sunsets! In the shadows of beautiful mountain ranges and nearby lakes, Kingman is an outdoor enthusiasts' paradise with abundant sunshine and is a great community to live, work and play!

Benefits (Full Time Employees) We offer you an excellent total compensation package, including a competitive salary, comprehensive benefits, and growth opportunities:

• Exceptional Colleagues
  • Join us and you'll be a part of a culture where we support each other and celebrate what makes each of us a special person as we work together with integrity, compassion, teamwork, respect, and accountability. 
  • Our leaders demonstrate their commitment by gathering feedback, supporting, and empowering team members to do their best work through regular leadership rounding. 
• Health and Well-Being
  • Medical, Dental, Vision, Employer Paid HSA for HDHP participants, Robust Wellness and Employee Assistance Program, Employer Paid Group Life, Short & Long-Term Disability
  • Generous Paid Leave Accruals
  • 403b Pension Plan with Employer Contributions
  • Employee Recognition Programs, Employee Discounts, and Employee Referral Bonus Program
  • Employee Identity Theft Protection
  • On-site daycare exclusive to our employees’ children of all ages
• Career Growth and Development
  • Tuition Reimbursement/Scholarships for full-time employees
  • As a not-for-profit organization, our employees who have qualified student loans may be eligible for the Public Service Loan Forgiveness program 
  • So much more!

Position Purpose:

The Customer Service Representative is responsible for providing exceptional customer service to patients regarding their billing inquiries, payments, and account information. This position handles a high volume of incoming calls and in-person visits, ensuring all inquiries are resolved accurately and in a timely manner. The role requires strong attention to detail, excellent organizational skills, and the ability to multitask in a fast-paced environment. Representatives are expected to meet established productivity and quality standards that support overall department goals and performance metrics.

Key Responsibilities 

Patient Assistance & Communication

• Provide prompt, professional, and courteous assistance to patients in person at the Main Campus or SHMP windows, while handling a high volume of incoming calls and emails to resolve billing and payment inquiries efficiently and accurately.
• Ability to follow up with insurance companies by phone or payer websites to research patient accounts, verify information, and confirm details such as eligibility and claim status.
• Other duties as assigned by Department Leader.

Account Review & Accuracy

• Review patient accounts to ensure charges, adjustments, and payments are accurate and appropriately applied.
• Verify that account balances in a self-pay status are correct by reviewing insurance remittance advice and related documentation.

Financial Assistance, Payment Posting, Payroll Deductions, & Credit Balance Review

• Review financial assistance applications for completeness and ensure all required documentation is received.
• Post patient payments accurately, including cash, check, and credit card transactions.
• Reconcile daily cash drawers and credit card batches at the end of each business day.
• Set up payroll deductions for employees in accordance with organizational policies and ensure accuracy in account posting.
• Review credit balances to determine if the credit is valid and should be refunded to the patient or insurance, transferred to another open balance, or adjusted appropriately.

Reporting, Productivity, & Administrative Support

• Review accounts receivable (AR) reports to ensure the appropriate amount is being billed to the patient. 
• Meet or exceed productivity and quality standards as monitored by management to ensure departmental goals are achieved.

Qualifications 

Education: High School Diploma or Equivalent 

Skills and Knowledge:

Prior experience with:

•  healthcare billing processes, including CPT and ICD-10 coding, 
• payer guidelines, and timely filing requirements, 
• interpreting remittance from insurance co