Customer Service Representative - Billing Department

Summary

Reno Orthopedic Center wants you to join the team as a Customer Service Representative We are seeking an enthusiastic and dedicated team member to answer inbound calls regarding billing and insurance claims at our Main location - 555 N. Arlington Ave.

***Please note: This is an onsite position. It is not remote.

Who are we?

At Reno Orthopedic Center (ROC), every action is driven by our employee expectations:

·         We lead with a patient-first mindset, ensuring every decision is made in the best interest of those we serve.

·         We believe in the power of assuming good intent, fostering a culture of respect, optimism, and compassion, where teammates lift each other up.

·         Here, you're encouraged to own your success — we support your growth, celebrate your contributions, and empower you to take initiative.

·         Continuous learning is part of who we are; we strive for constant improvement in everything from clinical innovation to personal development.

·         We value kindnessas a core strength — it's how we treat our patients, our colleagues, and our community.

·         Most importantly, we encourage every team member to be an advocate — for patients, for progress, and for doing what's right.

If you're looking for a place where your work matters, your values align, and your growth is supported, you'll find purpose and belonging at ROC.

 What sets us apart?

Reno Orthopedic Center (ROC) is physician-owned, meaning decisions are made by those who understand patient care firsthand — and every team member’s voice matters. We offer a fully integrated musculoskeletal health campus with on-site surgery, advanced imaging, therapy, urgent care, and specialty services like bone health and orthopedic oncology. With continuous growth and investment in new facilities and technology, ROC provides a forward-thinking environment built to support both exceptional patient care and your professional development. We’ve been the trusted name in musculoskeletal health across Northern Nevada for over 60 years — and we’re still growing!

What would you do in this role?

The role involves answering inbound calls and addressing patient inquiries related to billing statements, insurance claims, co-pays, deductibles, and payment options. You will review and explain account balances, insurance explanations of benefits (EOBs), and billing procedures to patients in a clear, professional manner. Additionally, you will assist patients in setting up payment plans or resolving billing issues, often collaborating with insurance companies when needed. You'll work closely with the medical billing and coding teams to ensure accurate and timely claim submission and resolution. The position also requires processing payments over the phone, accurately applying them to patient accounts, and documenting all interactions and actions taken. For more complex billing matters, you'll escalate issues to supervisors or billing specialists. Throughout all tasks, you'll ensure compliance with HIPAA and other patient privacy regulations.

A Day in the Life

• Answer inbound calls and respond to patient inquiries regarding billing statements, insurance claims,  co-pays, deductibles, and payment options.
• Review and explain account balances, insurance explanations of benefits (EOBs), and billing procedures to patients in a clear and professional manner.
• Assist patients in setting up payment plans or resolving billing issues, including coordinating with insurance companies when necessary.
• Collaborate with medical billing and coding teams to ensure accurate and timely claim submission and resolution.
• Process payments over the phone and apply them accurately to patient accounts.
• Document all communications and actions taken with customer accounts.
• Escalate complex billing issues to supervisors or billing specialists when appropriate.
• Ensure compliance with HIPAA and other patient privacy laws.

Minimum Qualifications

·         Certifications/Education

o   High School Diploma/GED;

·         Knowledge of:

o   Read and explain: CPT, ICD-10 and medical billing terminology

o   Read and explain: Insurance verification and explanation of benefits (EOBs)

·         Experience:

o   1 year of customer service experience in a healthcare or medical billing environment

Work Environment

An individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential job functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.

RENO ORTHOPEDIC CENTER IS AN EQUAL OPPORTUNITY EMPLOYER

At Reno Orthopedic Center (ROC), we believe that exceptional patient care starts with taking care of our people. We prioritize work-life balance by fostering a supportive, team-oriented environment where workloads are managed realistically, schedules are respected, and personal well-being is valued.

Why chose ROC? Full time benefits include:

• Medical, dental, vision insurance
• Discounted orthopedic care at ROC
• Paid time off and holiday pay
• Extended sick leave
• 401(k) plan contributions with no match required
• EAP, disability and life insurance
• Health and fitness program
• Employee events
• Coffee shop onsite (main location)

Come build your career with a team that’s committed to innovation, community, and compassion in orthopedic care. Whether you’re a seasoned specialist or just starting your journey, you’ll find purpose, impact, and growth at Reno Orthopedic Center.

“ROC doesn’t just talk about values — they live them. Every day here feels like a chance to do meaningful work with people who truly care."

-          Mandy Metcalf, ROC Team Member