Sr Rev Cycle Cust Svc Rep

Phoenix Children's; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Phoenix Children’s is seeking a Revenue Cycle Customer Service Senior to support families with billing and insurance questions. You will resolve escalated issues, collaborate with teams, and improve the family experience while ensuring privacy and accuracy in documentation.

Role requires healthcare billing experience, strong communication, and empathy. Some onsite training with eventual remote work and occasional travel to meetings in Arizona may be required.

Qualifications

• Requires 3+ years in healthcare customer service or hospital billing.
• Advanced insurance knowledge and strong problem-solving skills.
• High-volume inbound call center experience with empathetic communication.
• Ability to navigate EMR, billing, and document management systems.
• Strong computer skills, attention to detail, confidentiality and billing compliance.

Responsibilities

• Serve as escalation point for complex billing concerns.
• Resolve denials, appeals, and financial hardship issues.
• Communicate clearly with families about financial matters.
• Research accounts and coordinate with payers and departments to resolve issues.
• Maintain compliant documentation and apply best practices.

Skills

Healthcare customer service

High-volume calls

EMR navigation

Billing knowledge

Confidentiality

Bilingual (preferred)

Education

High school diploma or equivalent

3+ years in healthcare customer service or hospital billing

Job description

Department: CORP | Family Finance

Location: Telecommuting

Shift: Mon-Fri, Days, 8am-4:30pm

Category: Patient Financial Services

Employee Type: Full-Time

Position Summary

Your expertise. Our mission. A meaningful difference for families. Bring your healthcare billing and customer service experience to Phoenix Children’s Revenue Cycle Customer Service team—where compassion, collaboration, and family-centered care guide the work you do.

Help families feel supported when billing gets complicated. You’ll resolve escalated billing and insurance concerns, partner with teams to find answers, and share your expertise to improve the family experience.

Arizona residents only!

Some onsite travel is required for training and meetings.

What you’ll need:

• High school diploma or equivalent and 3+ years in healthcare customer service, patient financial services, or hospital billing.
• Advanced insurance knowledge and strong problem-solving and escalation-management skills.
• High-volume inbound call center experience with clear, empathetic communication.
• Ability to navigate electronic medical records, billing, and document management systems while documenting accurately in real time.
• Strong computer skills, attention to detail, adaptability, and commitment to confidentiality and billing compliance.
• Preferred: Bilingual skills.

Make your next career move matter. Join Phoenix Children’s and help make the financial side of care easier for children and families.

Training will be onsite before moving remotely

The Revenue Cycle Customer Service Representative Senior provides advanced support for the hospital’s patient financial experience by resolving complex and escalated billing issues, serving as a subject matter resource, and coordinating cross-functional resolution efforts. This role applies deep knowledge of billing processes, exercises independent judgment, and supports quality, training, and continuous improvement initiatives. All duties and responsibilities are performed in a manner consistent with and supportive of the values of Phoenix Children’s Hospital and its family-centered care model.

Position Duties

• Patient & Family Billing Support and Account Resolution
  • Serves as an escalation point for complex, high-risk, or sensitive billing concerns
  • Resolves advanced account issues involving denials, complaints, appeals, or financial hardship
  • Communicates clearly and empathetically with families regarding complex financial situations
• Billing Research, Issue Investigation, and Escalation Support
  • Conducts in-depth account analysis and root-cause investigations
  • Collaborates with management to solve complex challenges as needed
  • Coordinates with payers and internal departments to resolve issues
  • Supports complaint resolution, formal escalations, and leadership inquiries
• Revenue Integrity, Financial Assistance, and Payment Processing
  • Ensures billing accuracy and compliance across assigned and escalated accounts
  • Provides advanced guidance on financial assistance policies and referrals
  • Supports audit readiness and issues prevention efforts
• Productivity, Quality, and Documentation Standards
  • Maintains high quality and compliance standards across all account actions
  • Models best practices for documentation, workflow adherence, and customer service
• Knowledge Maintenance, and Continuous Improvement
  • Serves as a subject matter resource for peers and leadership
  • Identifies systemic issues and recommends process improvements
• Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable