[Hiring] Customer Service Collector @Community Health System Services LLC

Role Description

The Customer Service Collector supports organizational revenue cycle performance by achieving timely resolution of patient financial accounts, delivering exceptional patient financial experience, and maintaining accurate account documentation. This role serves as a key resource for patients and guarantors, helping them understand financial obligations, insurance coverage, payment options, and available assistance programs. Success is measured through achievement of collection, productivity, quality, compliance, and patient satisfaction goals while ensuring accurate account maintenance and regulatory compliance.

What You'll Do Day-to-Day

• Patient Financial Resolution
  • Achieve timely collection and resolution of outstanding patient balances through proactive patient and guarantor outreach.
  • Establish and manage payment plans and settlement arrangements that support patient affordability and organizational collection objectives.
  • Review accounts to identify discrepancies, research billing issues, and facilitate timely resolution.
  • Escalate unresolved or complex account issues through appropriate channels to support efficient account resolution.
• Patient Experience & Customer Service
  • Serve as the primary point of contact for patient and guarantor inquiries regarding billing, insurance, payment options, and financial assistance programs.
  • Provide accurate, clear, and compassionate explanations of charges, coverage, and financial responsibilities.
  • Resolve patient concerns and complaints professionally and empathetically to promote a positive patient experience.
  • Assist patients in navigating healthcare financial processes and available resources.
• Documentation & Compliance
  • Maintain complete, accurate, and timely documentation of patient interactions, payment activity, and account updates within patient accounting systems.
  • Ensure compliance with organizational policies, HIPAA requirements, and applicable federal and state regulations.
  • Support account accuracy, audit readiness, and data integrity through effective record management.
• Cross-Functional Collaboration
  • Partner with Patient Access, Billing, Revenue Cycle, and other departments to resolve account issues and improve financial outcomes.
  • Collaborate with internal stakeholders to ensure accurate patient information and support claim resolution activities.
  • Contribute to operational improvements that enhance revenue cycle performance and patient satisfaction.
• Performance & Professional Development
  • Meet established performance expectations related to collections, productivity, quality, compliance, and customer service.
  • Maintain current knowledge of healthcare billing regulations, insurance requirements, and financial assistance programs.
  • Participate in training and development activities to ensure continued competency and compliance.
  • Perform other duties as assigned in support of departmental and organizational objectives.

Qualifications

• Strong customer service skills with the ability to build trust and deliver a positive patient experience.
• Effective verbal and written communication skills, including the ability to explain complex financial information in a clear and empathetic manner.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Demonstrated problem-solving, negotiation, and conflict-resolution abilities.
• Ability to remain calm, professional, and compassionate during challenging interactions.
• Knowledge of healthcare billing, insurance processes, patient collections, and revenue cycle operations.
• Proficiency with healthcare billing systems, customer service applications, and Microsoft Office products.
• Understanding of HIPAA regulations and patient confidentiality requirements.
• Commitment to accountability, performance excellence, collaboration, and inclusion.
• Epic experience preferred.

Requirements

• High School Diploma or GED is required.
• Experience with Epic or other healthcare revenue cycle systems preferred.
• Billing and Coding certification is preferred.
• Three (3) years of billing experience in an acute healthcare environment; or Associate Degree and one (1) to two (2) years of billing experience in an acute healthcare environment is preferred.

Physical Readiness

• Ability to perform the essential functions of the position with or without reasonable accommodation.

Travel Requirements

• Minimal, less than 10%.