Customer Service Billing Associate II

Customer Service Billing Associate IIThe SBO Customer Service Billing Associate II is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125+ practice locations. The department is responsible for $65-70M in total Self-Pay AR. The Customer Service Billing Associate II is the primary point of contact for customer/patient inquiries, receiving more than 100 calls per day. This position has experience in collecting payments, assisting with insurance inquiries, providing account status, and can handle more challenging customer calls. In addition, the Customer Service Billing Associate II is responsible for managing complex tasks, including processing advanced work queues, participating in specialized projects, and executing higher-level assignments requiring in-depth knowledge and problem-solving skills.Essential Duties and ResponsibilitiesManage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely supportAssist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programsMaintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions.Manage more complex credit balance accountsAccurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes includingManage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross-functional collaborationManage a cash drawer as neededProvide support for escalated issues from Level I staff, ensuring timely resolution and adherence to established protocolsPerform cross-functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolutionResponsible for managing in-person customer service interactions with professionalism, empathy, and efficiencyKnowledgeable of bad debt regulations and processes. Works with BD Agency on inquiries.Meet daily/weekly productivity standards with acceptable QA results.Additional responsibilities as requiredQualificationsHigh School Diploma/G.E.D. - requiredAssociate's Degree - preferred1–2 years of relevant customer service or support experience - requiredDemonstrated ability to manage more complex financial and billing issuesStrong analytical skills for identifying trends and root causesGood knowledge of billing, insurance, and payment plan processesAbility to work independently, take ownershipContinued strong communication and de-escalation abilityExcellent verbal and written communicationStrong attention to detail; ability to follow processes accuratelyBasic understanding of relevant financial/billing termsEffectively defuse high-stress customer interactions to achieve positive outcomesFamiliarity with CRM or customer support softwareAbility to manage time effectively and complete multiple tasksKnowledge of billing practices, insurance procedures, and payment plan management, ensuring the smooth operation of revenue cycle functions and optimizing cash flowUnderstanding of financial aid offerings and regulations to assist patients in navigating available optionsAdvanced understanding of medical terminologyEquivalent combination of relevant education and experience may be substituted as appropriate. Thank you for your interest in Albany Medical Center! Albany Medical Center is an equal opportunity employer. This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.Thank you for your interest in Albany Med Health System! Albany Med Health System is an equal opportunity employer. This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.