[Hiring] Urology Billing Customer Service Representative @Aeroflow Health

Role Description

Aeroflow Health is taking the home health products and equipment industry by storm. We have created a better way of doing business that prioritizes our customers, our community, and our coworkers. Aeroflow believes in career building. That is why we promote from within and reward individuals who have invested their time and talent in us.

The Urology Billing team specifically addresses denied claims that are sent to insurance for payment, provides medical documentation to insurance carriers, addresses insurance audits, and so much more.

We are currently seeking a Urology Billing Customer Service Representative. The duties and responsibilities for this role include:

• Handle high-volume inbound and outbound phone calls (6–8 hours daily) to assist patients, insurance providers, and healthcare offices with billing inquiries and account resolution.
• Provide exceptional customer service by explaining medical billing statements, insurance claims, payment options, and account balances in a clear and professional manner.
• Research and resolve billing discrepancies, denied claims, and payment issues while maintaining accuracy and compliance with healthcare regulations and company policies.
• Document all customer interactions, account updates, and payment arrangements accurately within billing and CRM systems.
• Collaborate with insurance companies, healthcare providers, and internal departments to ensure timely claim processing and issue resolution.
• Maintain productivity and quality standards in a fast-paced call center or billing environment while demonstrating empathy and professionalism with every interaction.
• Process patient payments, establish payment plans, and educate customers on insurance coverage and billing procedures.
• Protect patient confidentiality and comply with HIPAA regulations during all customer communications and account handling.
• Perform other duties as required.
• Maintain HIPAA/patient confidentiality.
• Regular and reliable attendance as assigned by your schedule.

Qualifications

• 2 years recent work history.

Requirements

• Bachelor’s degree from accredited university (any field).
• Prior work experience in healthcare or health insurance.

What we look for

• Detail oriented & critical thinker.
• Excellent customer service skills.
• High level of organization.
• Strong decision maker.
• Strong communicator.
• Flexible and adaptable.
• Empathetic, compassionate, inclusive.

What to expect in the first 30 – 60 days

• Weeks 1-2: Training & Systems Learning
  • 4 major internal programs.
  • Basic & complex strategies for resolving an insurance claim denial.
  • Key metrics & KPI’s.
  • Compliance rules & regulations.
  • Training is a combination of modules + one on one with supervisors and billers.
• Weeks 3-4: Call Shadowing & Observation
  • Shadow experienced customer service representatives during inbound and outbound patient billing calls.
  • Listen to live customer interactions to learn effective communication, de-escalation techniques, and billing resolution strategies.
  • Observe workflows related to claims research, payment processing, and insurance verification.
  • Practice documenting account notes and navigating systems during mock and supervised scenarios.
  • Participate in coaching sessions and feedback discussions with trainers and team leads.
• Weeks 5-8: Call Shadowing & Observation
  • Begin taking inbound customer service calls in a monitored environment with trainer or supervisor support.
  • Assist patients and insurance providers with billing inquiries, claim status updates, payment questions, and account resolution.
  • Receive real-time coaching and quality feedback while building confidence and call handling efficiency.
  • Continue improving knowledge of healthcare billing guidelines, insurance processes, and customer service best practices.
  • Work toward meeting established productivity, accuracy, and quality performance standards.

Benefits

• Competitive Pay.
• Health Plans with FSA or HSA options.
• Dental and Vision Insurance.
• Optional Life Insurance.
• 401K with Company Match.
• 12 weeks of parental leave for birthing parent/4 weeks leave for non-birthing parent(s).
• Additional Parental benefits to include fertility stipends, free diapers, breast pump.
• Paid Holidays.
• PTO Accrual from day one.
• Employee Assistance Programs.
• SO MUCH MORE!!