Senior Hospital Customer Service Collections Representative

University of California - Los Angeles Health; Los Angeles (CA); On-site; USD 48,000 - 69,000; Full time

Job summary

UCLA Health seeks a Senior Hospital Collections Customer Representative in the Patient Business Services department to serve as the primary contact for patients, resolving billing inquiries, processing payments, and supporting account follow-up in a high-volume call center.

The role requires handling many calls, documenting in Epic and CRM, arranging payment plans, reviewing adjustments, and ensuring timely follow-up while maintaining HIPAA compliance.

Qualifications

• Minimum of 5 years of customer service experience in a hospital or healthcare setting.
• Excellent verbal and written communication skills.
• Ability to manage multiple accounts and maintain detailed documentation.
• Familiarity with Epic EHR is preferred.

Responsibilities

• Handle high-volume inbound and outbound calls, verifying identity and documenting interactions in Epic and CRM systems with detailed 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 departmental guidelines, including attendance, equipment usage, and HIPAA compliance.

Skills

Customer service

Communication

HIPAA compliance

Multitasking

Attention to detail

Tools

Epic

CRM systems

Job description

Description

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

Qualifications

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.