PFS Customer Service Representative PBO

Banner Health Corporate; Phoenix (AZ); Hybrid; USD 25,000 - 37,000; Part time

Job summary

Banner Health is seeking a part-time PFS Customer Service Representative for a remote call center focused on patient billing and collections. This role supports accurate posting and timely payments while delivering strong customer service in a collaborative team environment.

Ideal candidates have at least 1 year of experience in customer service or healthcare finance, with remote work allowed in listed states. Evening/weekend availability may be required as schedule varies.

Qualifications

• High school diploma or GED completed or equivalent work knowledge.
• Ability to manage multiple tasks with minimal supervision.
• Strong interpersonal, oral, and written communication skills.
• Solid knowledge of insurance plans, deductibles and co-insurances.
• Proficiency with common office software (word, spreadsheet, database).

Responsibilities

• Respond to high-volume calls providing customer service to patients and families.
• Process payments, adjustments, claims, refunds, denials, and payment plans accurately.
• Reconcile balances and pursue payments with payors and patients.
• Document data and communicate with payors; follow PCI-compliant processes.
• Collaborate with hospital departments to reduce accounts receivable and improve cash flow.

Skills

Customer service

Communication

Multitasking

Insurance knowledge

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Department Name: Patient Balance Mgmt Work Shift: Varied Job Category: Revenue Cycle Innovation and highly trained staff. Banner Health recently earned Great Place To Work® Certification™. This recognition reflects our investment in workplace excellence and the happiness, satisfaction, wellbeing and fulfilment of our team members. Find out how we’re constantly improving to make Banner Health the best place to work and receive care. The PFS Customer Service Rep role coordinates and facilitates patient billing and collection activities in one or more assigned areas of billing, payment posting, collections, payor claims research, and other accounts receivable work. We work as a team to ensure reimbursement for services in a timely and accurate manner. This position is for our Call Center Team, answering high call-volume and high-level questions regarding patient billing questions. We are currently looking for experienced professionals with strong customer service skills to join our team.

Location: Remote Schedule: Varies, typically Monday-Friday 1:30PM - 5:30PM; Part-time

Ideal Candidates: Minimum of 1 year experience in Customer Service and/or Call Center, clearly reflected in resume; Minimum of 1 year Healthcare experience in Finance, Revenue Cycle, or Patient Financial Services. This can be a remote position if you live in the following state(s) only: AL, AK, AR, AZ, CA, CO, FL, GA, IA, ID, IN, KS, KY, LA, MD, MI, MN, MO, MS, NC, ND, NE, NH, NY, NM, NV, OH, OK, OR PA, SC, TN, TX, UT, VA, WA, WI, WV. Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

Position Summary

This position coordinates and facilitates patient billing and collection activities in one or more assigned areas of billing, payment posting, collections, payor claims research, and other accounts receivable work. Works as a member of a team to ensure reimbursement for services in a timely and accurate manner.

Core Functions

• Responds to incoming calls to provide assistance and excellent customer service to patients, patient families, providers, and other internal and external customers to resolve billing, payment and accounting issues
• Responsible to process payments, adjustments, claims, correspondence, refunds, denials, financial/charity applications, and/or payment plans in an accurate and timely manner, meeting goals in work quality and productivity. Coordinates with other staff members and physician office staff as necessary ensure correct processing and PCI compliance.
• As assigned, reconciles, balances and pursues account balances and payments, and/or denials, working with payor remits, facility contracts, payor customer service, provider representatives, spreadsheets and the company’s collection/self-pay policies to ensure maximum reimbursement.
• Builds strong working relationships with assigned business units, hospital departments or provider offices. Identifies trends in payment issues and communicates with internal and external customers as appropriate to educate and correct problems. Provides assistance and excellent customer service to these internal clients.
• As assigned, works with walk-in patient’s with accounts and processing payments.
• Works as a member of the patient financial services team to achieve goals in days and dollars of outstanding accounts. Reduces Accounts Receivable balances.
• Uses systems to document and to provide statistical data, prepare issues list(s) and to communicate with payors accurately.
• Works independently under general supervision, following defined standards and procedures. Reports to a Supervisor or Manger. Uses critical thinking skills to solve problems and reconcile accounts in a timely manner. External customers include all hospital patients, patient families and all third party payers. Internal customers include facility medical records and patient financial services staff, attorneys, and central services staff members.

Minimum Qualifications

• High school diploma/GED or equivalent working knowledge. Requires knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over one or more years of work experience.
• Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently.
• Requires strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences.
• Strong knowledge of insurance plans with deductibles and co-insurances.
• Strong knowledge in the use of common office software, word processing, spreadsheet, and database software are required.

Preferred Qualifications

• Work experience with the Company’s systems and processes is preferred.
• Previous cash collections experience is preferred.
• Bi-lingual a plus.
• Additional related education and/or experience preferred.

Estimated Pay Range

Estimated Pay Range: $18.02 - $27.02 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

EEO Statement

EEO Statement: EEO/Disabled/Veterans Our organization supports a drug-free work environment. Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit-eligible positions. Please visit our Benefits Guide for more information. Banner Health supports a drug-free work environment.