Customer Service Billing Associate I

100 Albany Med Health System; Broadway (VA); On-site; USD 46,000 - 60,000; Full time

Job summary

Albany Med Health System is seeking a SBO Customer Service Billing Associate for its Self Pay Billing Office to provide patient-focused support across Albany Med Health System locations.

The role handles 100+ daily calls, guides payment plans and Financial Aid options, and ensures accurate records while collaborating with billing and insurance teams to resolve issues with professionalism and empathy.

Qualifications

• High School Diploma or GED required.
• Associate's Degree preferred.
• 1–2 years of customer service experience preferred.
• Excellent verbal and written communication.
• Strong attention to detail and accuracy.
• Familiarity with CRM or customer support software.

Responsibilities

• Handle inbound and outbound calls with professionalism and empathy.
• Assist patients in reviewing payment plan options and Financial Aid guidance.
• Maintain listening skills and de-escalate difficult interactions.
• Review credit balances and process refund requests.
• Update insurance and demographic information accurately.
• Coordinate with billing, legal, and insurer teams for issue resolution.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Self-management

Education

High School Diploma/G.E.D.

Associate's Degree

Tools

CRM software

Job description

Department/Unit: AMHS - Self Pay Billing Office Work Shift: Day (United States of America) Salary Range: $46,215.00 - $60,080.00

The SBO Customer Service Billing Associate is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125 + practice locations. The department is responsible for $65-70M in total Self-Pay AR. The Customer Service Billing Associate is the primary point of contact for customer/patient inquiries, receiving in excess of 100 calls per day. This position collects payments, assists with insurance inquiries, provides account status, and will elevate calls to management as needed. This role requires professional communication, accuracy, and problem-solving skills.

Essential Duties and Responsibilities

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
• Assist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
• Maintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions.
• Review credit balances; process refund requests.
• Accurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes and identify root causes of data discrepancies
• Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross-functional collaboration
• Meet daily/weekly productivity standards with acceptable QA results.
• Manage a cash drawer as needed.
• Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
• Perform cross-functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution
• Additional responsibilities as required

Qualifications

• High School Diploma/G.E.D. - required
• Associate's Degree - preferred
• 1–2 years of relevant customer service or support experience - preferred
• Proven capability to self-manage and take initiative in completing assignments with accountability
• Excellent verbal and written communication
• Strong attention to detail; ability to follow processes accurately
• Basic understanding of relevant financial/billing terms
• Effectively defuse high-stress customer interactions to achieve positive outcomes
• Familiarity with CRM or customer support software
• Ability to manage time effectively and complete multiple tasks timely
• Some medical terminology knowledge
• Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Feeling - Occasionally
• Talking - Rarely
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

Working Conditions

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Thank you for your interest in Albany Medical Center! Albany Medical Center is an equal opportunity employer. This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Med Health System! Albany Med Health System is an equal opportunity employer. This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Albany Medical Center is the centerpiece of medicine, research, and medical education in New York's Capital Region and is the area's largest private employer with more than 10,000 employees. Albany Medical Center offers excellent career opportunities in a wide range of roles in both patient care and administration. We value all our staff members and offer outstanding employee benefits including:

• Excellent health care coverage with no copay at Albany Medical Center providers
• A wide array of services and programs to support emotional, physical, and mental wellbeing

Anchored in the state’s historic capital city, Albany Medical Center offers a full range of inpatient and outpatient care and is home to the region’s largest hospital, only Level 1 adult and pediatric trauma centers, and only children’s hospital. The downtown campus also offers opportunities at Albany Medical College. Albany Medical Center, along with Columbia Memorial Health, Glens Falls Hospital, Saratoga Hospital, and the Visiting Nurses, form the Albany Med Health System, serving more than three million people over 25 counties.