Job Description

We are seeking a compassionate and experienced Healthcare Customer Service Representative (CSR) to join our team. This role focuses on delivering exceptional service to patients by providing accurate billing information, applying payments, and resolving concerns related to insurance and account balances. The ideal candidate thrives in phone-based communication, remains calm under pressure, and possesses a strong background in healthcare billing and insurance processes.

• Work setup: Work from Home
• Schedule: Monday to Friday | 9:00 PM to 6:00 AM (Philippine time)
• Holidays: Following Select US Holidays (Christmas, New Year, Thanksgiving, Independence Day, Labor Day)

Responsibilities:

• Answer inbound calls from patients and assist with billing inquiries, insurance claims, and account balances.
• Apply payments accurately and provide clear explanations of EOBs (Explanation of Benefits) and ERAs (Electronic Remittance Advice).
• Handle difficult or upset callers with professionalism, empathy, and patience.
• Escalate complex issues to designated team members when necessary.
• Compose and send clear, professional emails to patients with billing or insurance-related information.
• Maintain accurate records of patient interactions in the system.
• Support AR (Accounts Receivable) or billing management functions as needed.

Qualifications:

• Prior experience in healthcare billing, insurance, or AR management is required.
• Strong understanding of EOBs, ERAs, and general insurance contract terms.
• Experience with eClinicalWorks (ECW) is highly preferred
• Outstanding verbal communication skills and a warm, empathetic phone presence.
• Excellent written communication skills, particularly in email correspondence.
• Ability to remain calm and composed when handling frustrated or angry patients.
• Patient, easy-going, and does not take challenging conversations personally.
• Comfortable working independently and collaboratively in a remote environment.