Customer Service Professional – Inbound

EMS|MC is seeking a Customer Service Professional – Inbound to support its healthcare revenue cycle management operations. This remote position is ideal for customer-focused professionals who can handle inbound calls, assist patients with billing-related inquiries, and provide accurate, professional support while maintaining compliance standards.

The successful candidate will communicate with patients, resolve account-related concerns, update insurance information, document interactions, and ensure a high level of service quality. This role requires strong attention to detail, excellent communication skills, and the ability to manage customer interactions in a healthcare environment.

The position offers a full-time remote work opportunity with a Monday to Friday schedule from 1:00 PM EST to 10:00 PM EST.

Key Responsibilities:

• Answer inbound customer calls promptly and provide professional, courteous assistance.

• Identify customer needs and determine appropriate solutions, including clarifying charges, payments, insurance information, and account details.

• Utilize company resources, procedures, and client guidelines to resolve customer inquiries effectively.

• Escalate unresolved complaints or complex issues to supervisors or management when required.

• Document all customer interactions accurately within the billing system.

• Maintain clear and detailed call records to support future reference and compliance requirements.

• Identify situations requiring transfer to senior advisors, supervisors, or management teams.

• Provide feedback on recurring customer concerns and trends to help improve service processes.

• Process and update insurance information provided by patients through company systems.

• Support new employee mentoring and assist with special projects when assigned.

• Ensure all tasks and customer interactions comply with company policies, HIPAA requirements, and applicable regulations.

Requirements:

• High School Diploma required.

• Understanding of Medicare, Medicaid, commercial insurance, patient reimbursement, billing processes, and HIPAA regulations.

• Strong written and verbal communication skills with the ability to interact professionally with diverse customers and teams.

• Excellent typing and data entry accuracy.

• Ability to learn and follow specific client requirements and procedures.

• Strong organizational skills with the ability to manage priorities independently.

• Ability to work effectively both independently and within a cross-functional team environment.

• Flexible and adaptable to changes in procedures, schedules, and responsibilities.

• Strong attention to detail and commitment to accuracy.

• Strong knowledge of:
• Healthcare customer service and medical billing processes.
• HIPAA compliance and patient information handling.
• Microsoft Office applications, especially Excel data management and formulas.

Quality & Productivity Requirements:

• Maintain required turnaround times according to company and client standards.

• Achieve required customer service call quality and HIPAA compliance scores.

Working Environment:

• Remote general office environment.

• Frequent telephone communication and computer usage.

• Regular typing and data entry activities.

• Ability to work while sitting for extended periods.