Customer Service Associate III - Single Billing Office - Hybrid Role (Includes Bramhall Coverage)

Description

Clerical/Administrative Support
Req #: 60728

Customer Service Associate - Hybrid Role (Includes Bramhall Coverage)

Join our patient-focused team as a Customer Service Associate in a hybrid position that combines remote work with on-site support. You'll play an important role in helping patients access the financial assistance they need-because every patient deserves peace of mind when it comes to their care.

What makes this role unique?
You'll primarily work remotely, but you'll also be a key team member for Bramhall coverage. This means stepping in when teammates are on vacation, out sick, or if someone leaves or transfers. Flexibility to work at Bramhall as needed is a required part of this position-your support helps keep our care experience seamless for patients.

Your Impact:

• Guide patients through Financial Assistance applications with empathy and accuracy.
• Answer calls and assist patients in person with kindness and professionalism.
• Manage work queues to ensure timely resolution of patient needs.
• Be a trusted resource for patients navigating financial challenges.

Why You'll Love It:
If you're passionate about helping patients during some of their most stressful moments and want to make a real difference, this is the role for you. You'll be part of a supportive team that values collaboration, flexibility, and patient-first care.

Summary:
The Customer Service Associate III - Single Billing Office role is the third level of a five level career path and is responsible for answering incoming phone calls from patients, guarantors, and others such as insurance companies, attorney offices, or other healthcare providers, processing payments using online module or payment device, ensuring payments are correctly applied to accounts, and assisting with researching and responding to patient correspondence and voicemails. This role will possess a solid understanding of common medical billing practices and the revenue cycle process and learn more intermediate self-pay functions such as more in-depth work queue management and special projects.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

1. Education: High School Diploma or GED preferred.
2. License/Certifications: N/A
3. Experience: Two years of related experience in a healthcare field or two years of previous call center experience required. Demonstrates competency in all essential functions of a Customer Service Associate II - SBO role.
4. Additional Skills/Requirements Required: Proficient Typing/keyboarding skills, Microsoft Office skills.
5. Additional Skills/Requirements Preferred: Knowledge of CPT, HCPCS, ICD, and billing practices

If you have questions about this role, please contact kerry.huckins2@mainehealth.org