PFS Customer Service Representative (Hybrid), Day Shift, Patient Financial Services

PFS Customer Service Representative

Adventist HealthCare seeks to hire an experienced PFS Customer Service Representative who will embrace our mission to extend God's care through the ministry of physical, mental, and spiritual healing. As a PFS Customer Service Representative, you will:

• Respond to inbound patient calls regarding account balances, insurance questions, and billing concerns.
• Resolve routine billing issues and provide clear explanations of charges, payment responsibilities, and financial options.
• Process payments when authorized, following organizational cash-handling and payment-processing procedures.
• Identify and escalate complex or clinically-related concerns to the appropriate clinical, billing, or revenue cycle teams.
• Follow established escalation workflows to ensure timely resolution and quality service delivery.
• Track, document, and maintain detailed records of all interactions in the CRM or healthcare-specific information systems.
• Ensure compliance with HIPAA and all applicable privacy and security regulations at all times.
• Meet or exceed departmental performance metrics, including average handle time, first-call resolution, and customer satisfaction targets.
• Participate in outbound communication efforts such as appointment reminders, balance outreach, or service follow-ups as needed.
• Contribute to a positive patient experience by maintaining professionalism, empathy, and clear communication.

Qualifications include:

• Minimum of 2 years of customer service experience in a call center environment.
• Minimum of 2 years of experience in a healthcare financial or professional billing setting required.
• Strong communication and active-listening skills with the ability to explain complex billing information in a patient-friendly manner.
• Proficiency in CRM systems or healthcare financial platforms.
• Ability to multitask, prioritize, and navigate high-volume workflows.
• Demonstrated commitment to accuracy, confidentiality, and compliance.
• Customer-focused mindset with a strong desire to support patients and resolve concerns effectively.
• Fast-paced call center and office environment.
• May require extended periods of computer and phone use.
• Occasional schedule flexibility may be needed based on operational demands.

Work Schedule:

Day Shift

Hybrid

Pay Range:

$19.64 - $25.65

If the salary range is listed as $0 or if the position is Per Diem (with a fixed rate), salary discussions will take place during the screening process.

Under the Fair Labor Standards Act (FLSA), this position is classified as:

United States of America (Non-Exempt)

At Adventist HealthCare our job is to care for you.

We do this by offering:

• Work life balance through nonrotating shifts
• Recognition and rewards for professional expertise
• Free Employee parking
• Medical, Prescription, Dental, and Vision coverage for employees and their eligible dependents effective on your date of hire
• Employer-paid Short & Long-Term Disability, Basic Life Insurance and AD&D, (short-term disability buy-up available)
• Paid Time Off
• Employer retirement contribution and match after 1-year of eligible employment with a 3-year vesting period
• Voluntary benefits include flexible spending accounts, legal plans, and life, pet, auto, home, long term care, and critical illness & accident insurance
• Subsidized childcare at participating childcare centers
• Tuition Reimbursement
• Employee Assistance Program (EAP) support

As a faith-based organization, with over a century of caring for the communities in the Maryland area, Adventist HealthCare has earned a reputation for high-quality, compassionate care. Adventist HealthCare was the first and is the largest healthcare provider in Montgomery County.

If you want to make a difference in someone's life every day, consider a position with a team of professionals who are doing just that, making a difference.

Join the Adventist HealthCare team today, apply now to be considered!

COVID-19 Vaccination

Adventist HealthCare strongly recommends all applicants to be fully vaccinated for COVID-19 before commencing employment. Applicants may be required to furnish proof of vaccination.

Tobacco and Drug Statement

Tobacco use is a well-recognized preventable cause of death in the United States and an important public health issue. In order to promote and maintain a healthy work environment, Adventist HealthCare will not hire applicants for employment who either state that they are nicotine users or who test positive for nicotine and drug use.

While some jurisdictions, including Maryland, permit the use of marijuana for medical purposes, marijuana continues to be classified as an illegal drug under the federal Controlled Substances Act. As a result, medical marijuana use will not be accepted as a valid explanation for a positive drug test result.

Adventist HealthCare will withdraw offers of employment to applicants who test positive for Cotinine (nicotine) and marijuana. Those testing positive are given the opportunity to re-apply in 90 days, if they can truthfully attest that they have not used any nicotine products in the past ninety (90) days and successfully pass follow-up testing. ("Nicotine products" include, but are not limited to: cigarettes, cigars, pipes, chewing tobacco, e-cigarettes, vaping products, hookah, and nicotine replacement products (e.g., nicotine gum, nicotine patches, nicotine lozenges, etc.).

Equal Employment Opportunity

Adventist HealthCare is an Equal Opportunity/Affirmative Action Employer. We are committed to attracting, engaging, and developing the best people to cultivate our mission-centric culture. Our goal is to have a welcoming, equitable, and safe place to work and grow for all employees, no matter their background. AHC does not discriminate in employment opportunities or practices on the basis of race, ethnicity, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, pregnancy and related medical conditions, protected veteran status, or any other characteristic protected by law.

Adventist HealthCare will make reasonable accommodations for applicants with disabilities, in accordance with applicable law. Adventist HealthCare is a religious organization as defined under applicable law; however, it will endeavor to provide reasonable accommodations for applicants' religious beliefs.

Applicants who wish to request accommodations for disabilities or religious belief should contact the Support Center HR Office.