Healthcare Customer Service Representative
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Job Description
Healthcare Customer Service Representative handling patient billing inquiries, insurance claims, payments, and account balances. Providing phone and email support remotely from the Philippines.
Responsibilities:
- Answer inbound calls from patients and assist with billing inquiries, insurance claims, and account balances.
- Apply payments accurately and explain EOBs (Explanation of Benefits) and ERAs (Electronic Remittance Advice).
- Handle difficult or upset callers with professionalism, empathy, and patience.
- Escalate complex issues to designated team members when necessary.
- Compose and send clear, professional emails to patients with billing or insurance-related information.
- Maintain accurate records of patient interactions in the system.
- Support AR (Accounts Receivable) or billing management functions as needed.
Requirements:
- Prior experience in healthcare billing, insurance, or AR management is required.
- Strong understanding of EOBs, ERAs, and general insurance contract terms.
- Experience with eClinicalWorks (ECW) is highly preferred.
- Outstanding verbal communication skills and a warm, empathetic phone presence.
- Excellent written communication skills, particularly in email correspondence.
- Ability to remain calm and composed when handling frustrated or angry patients.
- Patient, easy-going, and able to avoid taking challenging conversations personally.
- Comfortable working independently and collaboratively in a remote environment.
Benefits:
- Work from Home
- Schedule: Monday to Friday, 9:00 PM to 6:00 AM (Philippine time)
- Holidays following select US holidays: Christmas, New Year, Thanksgiving, Independence Day, Labor Day
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