Customer Service Representative

Job Description

Job Title: Customer Service Representative

Department: Revenue Cycle

Reports To: Revenue Cycle Manager

FLSA Status : Non-Exempt

Approval Date: June 17, 2026

Summary

The Customer Service Representative is responsible for providing exceptional customer service support to patients, providers, and internal departments regarding billing inquiries, account balances, payment questions, and collection-related matters. This role supports the revenue cycle process by ensuring timely issue resolution, accurate account review, and professional communication to promote patient satisfaction and operational efficiency.

Essential Duties and Responsibilities

• Respond to patient, provider, and internal department inquiries regarding billing statements, account balances, payments, and collection accounts.
• Resolve patient billing concerns efficiently while maintaining a high level of customer service and professionalism.
• Review and follow up on self-pay accounts, aged receivables, and collection-related account activity.
• Document customer interactions, account updates, and resolutions accurately within billing systems.
• Monitor customer feedback and identify trends or recurring issues to support service improvement initiatives.
• Collaborate with Billing, Accounts Receivable, Clinical, and Revenue Cycle teams to resolve account discrepancies and improve workflows.
• Adhere to department performance metrics, productivity standards, and customer service expectations.
• Maintain compliance with HIPAA, organizational policies, and revenue cycle billing standards.
• Assist with identifying process improvement opportunities to enhance customer support and operational efficiency.
• Complete annual compliance and regulatory training requirements as assigned.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent required; Associate degree preferred.
• Minimum 2 years of medical billing, customer service, accounts receivable, denial management, or healthcare revenue cycle experience preferred.
• Knowledge of ICD-10, CPT, HCPCS coding, insurance billing practices, and healthcare reimbursement processes preferred.
• Experience with Athena, Microsoft Excel, and healthcare billing systems preferred.
• Strong communication, customer service, analytical, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Certificates, Licenses, Registrations

None required

Physical Demands & Work Environment

Primarily office-based role requiring prolonged computer use, regular communication, and the ability to manage multiple priorities in a fast-paced environment. Occasional lifting up to 20 pounds may be required.

Peachtree Orthopedics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.