Senior Hospital Customer Service Collections Representative

UCLA Health; Los Angeles (CA); Hybrid; USD 47,000 - 69,000; Full time

Job summary

UCLA Health in Los Angeles seeks a Senior Hospital Collections Customer Representative in the Patient Business Services group to be the primary patient contact for resolving billing inquiries, processing payments, and supporting account follow-up in a high-volume call center.

You will verify patient identity, document interactions in Epic and CRM, aid with payments and payment plans, and coordinate refunds and vendor assignments to ensure timely follow-up.

Qualifications

• Minimum of 5 years of customer service experience in a hospital or healthcare setting.
• Familiarity with Epic electronic health record systems preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple accounts.
• Attention to detail in account documentation, refund processing, and reconciliation.
• Proficiency in managing follow-up work queues and resolving patient concerns efficiently.
• Ability to maintain confidentiality and integrity when handling sensitive patient information.

Responsibilities

• Manage high-volume inbound and outbound calls, verifying identity and documenting interactions in Epic and CRM systems with detailed, accurate notes.
• Assist patients with payments, set up payment plans, and provide information on financial assistance programs.
• Review and process account adjustments, refunds, and vendor assignments; ensure timely follow-up by routing accounts to the appropriate work queues.
• Track daily productivity, meeting expectations of at least 60 accounts per day, and support team performance through special projects and administrative tasks.
• Adhere to all departmental guidelines, including attendance, equipment usage, and compliance with HIPAA and UCLA Health service standards.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Attention to detail

Confidentiality

Tools

Epic EHR

Job description

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Onsite or Remote

Flexible Hybrid

Work Schedule

Monday - Friday; 730AM - 4:00 PM

Posted Date

09/15/2026

Salary Range: $34.93 - 50.16 Hourly

Employment Type

Duration

Indefinite

Job #

32998

Primary Duties and Responsibilities

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Join a patient-focused team that plays a vital role in delivering exceptional service and resolving financial concerns at UCLA Health. As a Senior Hospital Collections Customer Representative in our Patient Business Services department, you will serve as the primary point of contact for patients, helping to resolve billing inquiries, process payments, and support account follow-up activities in a high-volume call center environment.

In this role, you will:

• Manage high-volume inbound and outbound calls, verifying identity and documenting interactions in Epic and CRM systems with detailed, accurate notes.
• Assist patients with payments, set up payment plans, and provide information on financial assistance programs.
• Review and process account adjustments, refunds, and vendor assignments; ensure timely follow-up by routing accounts to the appropriate work queues.
• Track daily productivity, meeting expectations of at least 60 accounts per day, and support team performance through special projects and administrative tasks.
• Adhere to all departmental guidelines, including attendance, equipment usage, and compliance with HIPAA and UCLA Health service standards.

Salary Range: $34.93 – $50.16 hourly

Job Qualifications

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We’re seeking a service-oriented professional with:

• Required: Minimum of 5 years of customer service experience in a hospital or healthcare setting.
• Preferred: Familiarity with Epic electronic health record systems.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple accounts.
• Attention to detail in account documentation, refund processing, and reconciliation.
• Proficiency in managing follow-up work queues and resolving patient concerns efficiently.
• Ability to maintain confidentiality and act with integrity when handling sensitive patient information.

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.