Customer Service Representative - Patient Accounting

Cone Health Medical Group; Greensboro (NC); On-site; USD 25,000 - 33,000; Full time

Job summary

Cone Health Medical Group is seeking a Customer Service Representative to respond to patient inquiries, manage account status, and facilitate timely payments within the revenue cycle. The role emphasizes accuracy, HIPAA compliance, and effective communication with patients across billing-related matters.

Responsibilities include handling calls, documenting interactions, advising on payment options, and notifying management of issues that could impact cash flow.

Qualifications

• 1 year of experience in customer service or collections.
• HS diploma or equivalent required.

Responsibilities

• Answer patient calls promptly and provide account information.
• Collect payments and explain payment options.
• Document interactions and maintain accurate records.
• Ensure HIPAA compliance during interactions.
• Notify manager of potential issues affecting cash flow.

Skills

Patient communication

Phone support

Revenue cycle

HIPAA compliance

Data accuracy

Education

High School Diploma or Equivalent

Job description

Sep 30, 2026

The Customer Service Representative responds to inquiries by answering all incoming telephone calls promptly and courteously, ensuring customers' requests are assessed and handled to effectively maintain the maximum collection functions and ensuring that all policies, regulations and procedures are followed. Working under general supervision, this position is accountable for arranging timely payments by patients after or in lieu of insurance in order to reduce outstanding balances and facilitate reimbursement.

Essential Job Function:

• Answers calls from patients promptly to address account issues and provides accurate information for account status, payments, denials, reimbursements, and patient residuals, to facilitate proper account management.
• Makes dedicated payment collection efforts during patient phone interactions to ensure timely revenue generation.
• Documents interactions to support accurate record-keeping and efficient communication within the revenue cycle and ensures accuracy of patient demographic and billing details, making necessary insurance carrier corrections, contributing to precise patient records and billing efficiency.
• Explains credit and collections information to parties involved and recommends suitable payment options based on circumstances to enhance understanding and compliance.
• Adheres to corporate compliance rules, including Health Insurance Portability and Accountability Act (HIPAA) regulations, during interactions to uphold patient privacy and legal standards.
• Maintains acceptable quality and production levels and notifies the manager of potential issues to prevent payment delays or increased denials.
• Performs other duties as assigned.

Education:

• Required: High School Diploma or equivalent.

Experience:

• Required: 1 Year