Customer Service Specialist
Job Description
Job Type: Contract-to-Hire
Work Arrangement: Remote
Position Summary
We are seeking a Customer Service Specialist (Revenue Cycle) to serve as a primary point of contact for patients and support customer service activities across the Revenue Cycle. This is a phone-based, high-volume call center position requiring strong communication, critical thinking, problem-solving, and a commitment to delivering a positive patient experience.
Associates should be comfortable handling continuous inbound patient calls throughout their scheduled shift, with time away from the phone limited to scheduled breaks, lunch, training, coaching, meetings, and other approved offline activities.
Key Responsibilities
Handle continuous inbound patient calls in a high-volume customer service environment.
Answer patient questions regarding statements, account balances, and billing concerns.
Research and resolve patient account issues using critical thinking and problem-solving skills.
Post guarantor payments accurately.
Establish payment plans in accordance with company policies.
Coordinate with internal Revenue Cycle teams and departments to resolve patient requests.
Connect patients with financial counseling and charity screening resources.
Meet established customer service, productivity, and collection performance expectations.
Maintain a professional, patient, and courteous phone presence.
Navigate multiple computer systems and applications while assisting patients.
Required Qualifications & Skills
High School Diploma or GED required.
Prior experience in a high-volume call center or phone-based customer service environment strongly preferred.
Healthcare Revenue Cycle experience preferred.
Experience as a Member Service Representative with a major health insurance payer, such as Blue Cross or Humana, is highly relevant.
Strong computer navigation skills, including the ability to work with older/DOS-based systems and web-based applications.
Proficiency with Microsoft Teams and Outlook.
Strong typing accuracy and attention to detail.
Excellent verbal communication and active listening skills.
Strong customer service mindset, patience, and professionalism.
Strong critical-thinking and problem-solving abilities.
Ability to manage approximately 7.5 hours of daily phone time in a high-volume environment.
Demonstrated employment stability and longevity.
Ability to work effectively and independently in a remote environment.
Openness to innovation and AI-enabled process improvements.
Preferred Qualifications
Revenue Cycle call center experience.
High-volume healthcare customer service experience.
1-2 years of healthcare experience.
Knowledge of healthcare insurance claims and EOBs.
Understanding of payment plans, copayments, primary/secondary insurance, and patient balances.
Experience with Epic.
Bilingual Spanish skills are a plus.
Schedule
Training:
Monday-Friday, 8:00 AM-4:30 PM Eastern Time for the first 3 weeks.
Training attendance is required during these hours.
Post-Training Schedule:
Operational hours extend until 7:00 PM Eastern Time.
Shifts may be assigned within the operating hours based on business needs.
Approximately 50-60% of the work supports Eastern Time, with additional Central and a smaller percentage of Pacific Time coverage.
Candidates must be comfortable working a schedule that may end as late as 7:00 PM Eastern Time.
For California Applicants:
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).
This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.
Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.
Our commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?
