Customer Service Specialist

About the role

This onsite customer service position requires regular, in-person interaction with patients in a professional, supportive environment. The role is focused on helping patients understand billing matters, insurance coverage, and their financial responsibilities with clarity, accuracy, and empathy. Pay range: $18.65 - $20.50 per hour, based on experience. Hours: 8:00 AM - 4:30 PM ET

Responsibilities

• Assist patients with billing-related inquiries, including explanations of charges, insurance coverage, copays, deductibles, and other out-of-pocket expenses.
• Clarify insurance benefits and address processing concerns in a clear, professional, and patient-centered manner.
• Collect patient payments and ensure all transactions are handled securely and in accordance with established procedures.
• Work with patients to establish appropriate payment arrangements when needed, using empathy and strong problem-solving skills.
• Maintain accurate records, collaborate with internal teams, and consistently deliver a high level of customer service.
• Employment Qualifications
• High school diploma or GED required.
• Customer service experience required; healthcare, patient billing, revenue cycle, or call center experience preferred.
• Experience assisting patients or customers with billing questions, payments, account research, or issue resolution preferred.
• Ability to work onsite and interact directly with patients in a professional, respectful, and service-focused manner.
• Certifications: Certified Revenue Cycle Representative (CRCR) certification within 9 months of hire.
• Knowledge, Skills and Abilities
• Strong verbal communication and active listening skills, with the ability to explain account information clearly and compassionately.
• Ability to remain calm, professional, and solution-focused when assisting patients with sensitive or complex billing concerns.
• Strong attention to detail and accuracy when reviewing accounts, identifying discrepancies, processing payments, and documenting actions.
• Ability to prioritize work, manage account queues, follow up on pending items, and maintain productivity during varying patient volumes.
• Problem-solving and critical-thinking skills with the ability to research account activity and escalate appropriately when needed.
• Ability to partner effectively with internal Revenue Cycle teams and other departments to support timely account resolution.
• Commitment to patient confidentiality, compliance requirements, and high-quality customer service.
• Must be inquisitive and demonstrate openness to innovation, including artificial intelligence, to explore better processes and ways to alleviate friction and improve patient and client experiences.
• Work Environment
• Join an award-winning company
• Five-time winner of "Best in KLAS" 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
• Energage Top Workplaces USA 2022-2024
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified 2023-2024
• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values
• Bottom line, we believe in empowering people and giving them t

Benefits

Additional Information

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.

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