Inbound Patient Account Services Coordinator (Remote)

Position Summary An Inbound Patient Account Services Specialist advocates for the patient and portrays “Values in Action” by taking a hands‑on approach to help people on their path to better health. The role provides high‑level customer service, resolves patient billing questions, and reports trends to leadership. Key Responsibilities Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient’s journey from order to reimbursement for services. Help patients navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services. Build a trusting relationship with patients by engaging in meaningful and relevant conversation. Manage difficult or emotional situations, respond promptly to patient needs, and demonstrate empathy and a sense of urgency when appropriate. Accurately and consistently document each interaction in the appropriate Revenue Cycle system. Record, review, and take next steps to follow‑up and resolve patient concerns. Gather and examine patient information to determine eligibility for payment plans. Meet call center metrics that include call volume and call quality. Use technology to effectively liaise with other departments across CVS Specialty. Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone. Required Qualifications At least 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services. Experience with computers, including at least 1 year working with Microsoft Word, Outlook, and Excel. Effective written and verbal customer service skills. Ability to work independently and as part of a team. Ability to offer emotional support and empathy. Flexibility with work schedule to meet business needs, including 8‑hour shifts from 11:30am–8:00pmEST (Monday–Friday). Preferred Qualifications At least 1 year experience in healthcare billing, collections practices, and/or infusion services. At least 1 year experience in pharmacy billing and reimbursement. Education Verifiable high‑school diploma or GED required. Anticipated Weekly Hours 40 hours per week. Pay Range $17.00 - $28.46 per hour. Benefits This full‑time position is eligible for a comprehensive benefits package including medical, dental, vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional benefits details are provided during the application process. EEO Statement Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. #J-18808-Ljbffr