Customer Service Representative Self-Pay

Self-Pay Customer Service Representative

The Self-Pay Customer Service Representative is responsible for the timely resolution of self-pay patient accounts within the Single Billing Office (SBO). This position manages outstanding patient balances through account review, collections activities, payment plan administration, financial assistance referrals, and account resolution processes.

This position works collaboratively with customer service, financial counseling, and other revenue cycle teams to maximize collections while providing a positive patient financial experience and maintaining compliance with organizational policies and regulatory requirements.

Schedule: Monday-Friday 7:30am-4:00pm. This position is 100% on-site.

Principal Duties and Responsibilities

Customer Service

• Answer inbound and place outbound calls regarding patient billing questions and account balances.
• Respond to patient inquiries received through telephone, correspondence, patient portals, and other communication channels.
• Explain charges, insurance payments, adjustments, and patient financial responsibility in a clear and professional manner.
• Resolve patient concerns and complaints while maintaining a high level of customer satisfaction.
• Escalate complex account issues to leadership or specialized departments when appropriate.

Account Resolution

• Review and research patient accounts to identify and resolve billing discrepancies.
• Assist patients with understanding statements, balances, payment options, and account status.
• Process account updates, demographic corrections, and payment activity as needed.
• Coordinate with insurance follow-up, registration, financial counseling, and other revenue cycle departments to resolve account issues.

Payment Collections

• Collect patient payments via approved payment methods.
• Establish payment plans according to organizational policies and procedures.
• Educate patients on available payment options, prompt-pay discounts, and online payment resources. Document payment arrangements and collection activities accurately.

Financial Assistance Support

• Screen patients for eligibility for financial assistance programs.
• Educate patients regarding charity care, Medicaid, and other assistance programs.
• Assist patients with obtaining and completing required financial assistance documentation.

Required Education and Experience

• High School Diploma or GED.
• One (1) year of customer service experience.
• Basic computer and data entry skills.
• Excellent verbal and written communication skills.

Preferred Education and Experience

• Associate degree in Business, Healthcare Administration, or related field.
• Healthcare revenue cycle, patient accounting, hospital billing, or call center experience.
• Knowledge of medical insurance, patient responsibility calculations, and financial assistance programs.
• Experience with Epic, Cerner, Meditech, or other patient accounting systems.

Knowledge, Skills, and Abilities

• Strong customer service orientation and commitment to patient satisfaction.
• Knowledge of healthcare billing, insurance terminology, and patient financial responsibility.
• Ability to explain complex financial information in an understandable manner.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Attention to detail and accuracy.
• Ability to maintain professionalism during difficult conversations.

Hourly Pay Range: $19.48 - $28.24This pay rate/range represents ChristianaCare's good faith and reasonable estimate of compensation at the time of posting. The actual salary within this range offered to a successful candidate will depend on individual factors including without limitation skills, relevant experience, and qualifications as they relate to specific job requirements.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.