Job Description

Staff Position Description

Position Title: Customer Service Representative

Department: Patient Financial Services

Position Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest highest quality health systems in the country.

The Customer Service Representative is responsible for providing exceptional customer service to patients regarding their billing inquiries, payments, and account information. This position handles a high volume of incoming calls and in-person visits, ensuring all inquiries are resolved accurately and in a timely manner. The role requires strong attention to detail, excellent organizational skills, and the ability to multitask in a fast-paced environment. Representatives are expected to meet established productivity and quality standards that support overall department goals and performance metrics.

Key Responsibilities

Patient Assistance & Communication

• Provide prompt, professional, and courteous assistance to patients in person at the Main Campus or SHMP windows, while handling a high volume of incoming calls and emails to resolve billing and payment inquiries efficiently and accurately.
• Ability to follow up with insurance companies by phone or payer websites to research patient accounts, verify information, and confirm details such as eligibility and claim status.
• Other duties as assigned by Department Leader.

Account Review & Accuracy

• Review patient accounts to ensure charges, adjustments, and payments are accurate and appropriately applied.
• Verify that account balances in a self-pay status are correct by reviewing insurance remittance advice and related documentation.

Financial Assistance, Payment Posting, Payroll Deductions, & Credit Balance Review

• Review financial assistance applications for completeness and ensure all required documentation is received.
• Post patient payments accurately, including cash, check, and credit card transactions.
• Reconcile daily cash drawers and credit card batches at the end of each business day.
• Set up payroll deductions for employees in accordance with organizational policies and ensure accuracy in account posting.
• Review credit balances to determine if the credit is valid and should be refunded to the patient or insurance, transferred to another open balance, or adjusted appropriately.

Reporting, Productivity, & Administrative Support

• Review accounts receivable (AR) reports to ensure the appropriate amount is being billed to the patient.
• Meet or exceed productivity and quality standards as monitored by management to ensure departmental goals are achieved.

Qualifications

Education: High School Diploma or Equivalent

Skills and Knowledge:

Prior experience with:

• healthcare billing processes, including CPT and ICD-10 coding,
• payer guidelines, and timely filing requirements,
• interpreting remittance from insurance companies.
• Strong interpersonal skills are essential for effectively assisting patients and resolving complex or difficult situations with professionalism and empathy.
• D emonstrate excellent organizational abilities to manage, prioritize, and accurately process a daily workload while maintaining attention to detail and ensuring compliance with established policies and procedures

Preferences

Experience:

• Minimum of 1–2 years of experience in healthcare billing, customer service, or a related field.
• Knowledge of insurance billing procedures, CPT/ICD coding, and remittance advice preferred.
• Proficiency with Microsoft Office applications (Outlook, TEAMS, Excel) and electronic health record (EHR) or billing systems.

Special Position Requirements

Blood Borne Disease Exposure Category: Category III

Work Requirements

Ability to sit for six to seven hours daily at a computer terminal; Position involves frequent interaction with patients and staff in an office or front-desk environment. Will require rotating between main campus and satellite billing windows. Standard business hours with occasional extended hours based on departmental needs.

Date Staff Position Description Created / Revised: 10/14; 03/19; 04/19; 1/30/2026