Customer Service Billing Associate I

Albany Medical College; City of Albany (NY); Hybrid; USD 46,000 - 60,000; Full time

Job summary

Albany Medical College is hiring a Customer Service Billing Associate I to support the Self Pay Billing Office. You will handle patient inquiries, guide payment options, and help maintain accurate demographic and insurance records across Albany Med Health System locations.

The role requires strong communication, empathy, and problem-solving skills, with a focus on timely, accurate billing support and cross-functional coordination.

Qualifications

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

Responsibilities

• Manage inbound and outbound calls with professionalism and empathy.
• Assist patients with payment plan options per guidelines and available Financial Aid programs.
• Review credit balances; process refund requests.
• Update patient insurance and demographic information to ensure accurate records.
• Coordinate with billing, legal, and insurance teams to resolve issues.
• Meet daily/weekly productivity standards with QA expectations.

Skills

Customer service

Communication

Data entry

Problem solving

Time management

Financial terminology

Education

High School Diploma/G.E.D.

Associate's Degree

Tools

CRM software

Job description

## Customer Service Billing Associate IApply: 1275 Broadway Albany, NY 12204: Full time: Posted Today: 70708Department/Unit:AMHS - Self Pay Billing OfficeWork Shift:Day (United States of America)Salary Range:$46,215.00 - $60,080.00The 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 escalate 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 knowledgeEquivalent 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* Grasping - Occasionally* Feeling - Rarely* Talking - Constantly* Hearing - Constantly* Repetitive Motions - Frequently* Eye/Hand/Foot Coordination - Frequently