Revenue Cycle Customer Service Specialist

Tryon Med; Charlotte, Northern (NC, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Tryon Med in Charlotte, NC is seeking a Revenue Cycle Customer Service Specialist to manage all incoming patient calls and inquiries, resolve billing questions, update demographics and insurance data, and assist with setting up patient payment plans.

This full-time, hybrid role requires EMR experience, proficiency in Office apps, knowledge of payor policies, and strong communication to explain claim processing and balances.

Qualifications

• Experience in physician offices, hospitals, or healthcare call centers (3+ years).
• Proficient with EMR systems and medical billing processes.
• Strong communication and problem-solving in patient billing.

Responsibilities

• Handle inbound patient calls and inquiries for billing questions.
• Update patient demographics and insurance details in the system.
• Explain balance details and processing of claims to patients.
• Process credit card payments during calls and set up payment plans.
• Navigate payer explanations of benefits and coding where needed.
• Support RCM work queues and billing inquiries within the department.

Skills

EMR systems

Microsoft Office

Medicare/Medicaid payor policies

EOB interpretation

Customer service

Healthcare call center

Education

High School Diploma/GED

Tools

Athena EMR

Job description

Revenue Cycle Customer Service Specialist

Job Summary:

The Revenue Cycle Customer Service Specialist manages all incoming patient calls and patient inquiries received via the RCM Billing work queue. This role provides patient support by resolving billing inquiries, update demographic and insurance information and assists with setting up patient payment plans to address outstanding balances owed. (This is a full time position based in Charlotte NC, with a hybrid schedule, Monday to Friday 8 am to 5 pm)

Primary Job Responsibilities:

• Act as RCM initial point of contact for patient calls related to general account balance inquiries, patient demographic updates and billing-related disputes or questions.
• Update patient demographics and insurance information as appropriate.
• Review patient account to effectively explain balance details to patient.
• Process incoming credit card payments during patient call.
• Understand and effectively communicate to patient how claim was processed by payor (copay, deductible, coinsurance).
• Set up an acceptable payment plan based on the organization's patient financial policy.
• Assist with RCM billing work queues and worklists regarding patient billing questions sent to the department.
• Handle actions for patient accounts when correspondence is received for bankruptcies, death, and legal correspondence (divorce, guarantor changes; provide statements for auto accident lawsuits, etc.).
• Participate in workgroups providing feedback and education on patient account activities.
• Other duties as assigned.

Requirements:

• Experience working within EMR systems.
• Ability to utilize various computer applications, including Microsoft Office (Outlook, Word, and Excel).
• Knowledge of Medicare, Medicaid, and Managed Care payor policies.
• Ability to interpret insurance payor explanation of benefits.
• Familiarity with CPT and ICD-10 coding.
• Strong customer service background and effective communication skills.
• Minimum of three (3) years of experience working in a physician office, hospital, or other healthcare call center setting.

Education and Certifications:

• High School Diploma/GED

Experience:

• Medical Call Center experience highly preferred.
• Medical business office experience preferred.
• Knowledge of insurance payers preferred.
• Athena EMR system experience highly preferred.

Physical Requirements:

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.