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Customer Service Representative (CSR) - Patient Accounts / Business Office / Multi-Specialty Medical Group / FT Days / Nashville
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Customer Service Representative (CSR) - Patient Accounts / Business Office / Multi-Specialty Medical Group / FT Days / Nashville

Job Snapshot

Other Pay Medical, Dental, Vision, FSA, 401(k), PTO
Employment Type Full-Time
Job Type Customer Service, Health Care
Education Not Specified
Experience At least 2 year(s)
Manages Others No
Relocation No
Industry Healthcare - Health Services
Required Travel None

Job Description

SUMMARY:  Initial point of contact for patients regarding statement, insurance, and claims issues.







  • Receive calls from patients regarding their statements / bills
  • Receive calls from patients with questions regarding insurance
  • Assist patients with all billing questions and any concerns they have regarding their accounts
  • Identify overpayments on accounts and notify A/R Specialists
  • Answer all mail and correspondence assigned by alphabet in timely manner
  • Handle any necessary customer service needs
  • Maintain a file on accounts requiring follow-up until accounts are satisfactorily worked and resolved.
  • Take payments on accounts by phone
  • Correct Insurance on accounts and file claims to insurance as needed
  • Must be up-to-date with all insurances accepted by HMA






  • Refer all accounts requiring extensive research to A/R Specialists
  • Refer all calls regarding Payment Plans to Patient Accounts Dept.
  • Prepare billing statements when requested by patient
  • Run Pre Service Estimates
  • Maintain phone log
  • Refer patient calls regarding outside collection agency to Patient Accounts Dept.



Job Requirements



    • Ability to work with little supervision
    • Ability to simplify information contained in an explanation of benefits (EOBs) (or statement/bill) to patients, so the patient understands how/what/why the insurance carrier has paid as well as the patient’s financial responsibility.
    • Knowledge of coordination of benefits. Able to help the patient understand what steps they must take in the process of having more than one insurance carrier covering their services. Able to determine and communicate to the patient which insurance carriers are primary, secondary and tertiary for proper insurance filing purposes.
    • Assumes responsibility for continually increasing knowledge and skills pertinent to the position
    • Strong Customer Service Skills; friendly and courteous at all times. Able to maintain a positive atmosphere that supports customer service and patient satisfaction.
    • Ability to work effectively and cooperatively with all levels of management, other departments, colleagues, patients, insurance companies and other members of the medical community
    • Superior telephone etiquette and skills
    • Professional and supportive attitude to patients, co-workers and all customers of the organization
    • 10-Key & Alpha Numeric Data Entry with speed and accuracy       
    • Ability to type 45-50 WPM  
    • Ability to remain seated, use telephone, and computer for long periods of time
    • Proficient in the use of end-user computer applications regarding productivity (MS Word, Excel, Outlook), Windows file management, database, electronic health/medical records and patient billing and other medical information systems
    • Good organizational skills and high attention to small and large details
    • Prioritizes work responsibilities and completes assignments in a timely fashion
    • Critical thinking skills
    • Uses consistent good judgment and discretion
    • Able to follow all attendance policies and exhibit regular attendance. 
    • Ability to work well in team environment. Strong team player - who works cooperatively with others and willingly takes on additional assignments and responsibilities
    • Ability to operate various types of office equipment



    • High school diploma or equivalent
    • 3-5 years of customer service skills. Prefer one year of experience in directly related role receiving inbound and making outbound patient calls
    • Experience in medical billing systems
    • Minimum of 2 years of third party billing



    • Must be able to sit for 8-10 hours a day
    • Requires regular walking, bending, pushing, twisting and lifting
    • Must be able to lift at least 10-15lbs
    • Mental alertness


    • Fast paced office environment
    • Office environment-limited exposure to communicable diseases. 
    • No exposure to blood-borne pathogens or contaminated body fluids 


  • Monday – Friday - typically: 8:00 AM – 5:00 PM
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Customer Service Representative (CSR) - Patient Accounts / Business Office / Multi-Specialty Medical Group / FT Days / Nashville

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