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About the Role
The Customer Service Representative at United Health Services (UHS) helps patients navigate billing questions and account needs with accuracy, compassion, and respect. This role supports patient account follow-up, payment arrangements, and financial assistance processes while working with patients, providers, and payers. By maintaining privacy, building trust, and delivering responsive service, the Customer Service Representative contributes to a positive patient experience and effective revenue cycle operations. As part of a collaborative, people-focused team, every connection helps support the health and well-being of the communities UHS serves.
Responsibilities
- Respond to patient telephone inquiries and written correspondence regarding patient accounts to support timely resolution of billing concerns.
- Review and analyze patient accounts to determine appropriate billing, payment, and follow-up actions in accordance with reimbursement guidelines.
- Maintain accurate and complete account documentation to ensure continuity, transparency, and appropriate escalation of account activity.
- Coordinate with patients, providers’ offices, and insurance companies to resolve billing issues and facilitate payment outcomes.
- Assist patients and families with financial assistance applications and payment arrangements to support access to care and account resolution.
- Contribute directly to patient satisfaction and revenue cycle outcomes through accurate account follow-up and customer-focused service.
- Exercise judgment within established billing, claims processing, and escalation guidelines to resolve routine and complex account issues.
- Work under general supervision with accountability for assigned accounts, correspondence standards, and follow-up timelines.
- Apply knowledge of HIPAA requirements, reimbursement regulations, and organizational billing policies to all account activities.
- Maintain required competencies and complete assigned training related to billing systems, compliance, and patient financial services within established timeframes.
- Safeguard sensitive data by following established security policies and procedures, using systems responsibly, and promptly reporting potential security incidents, risks, or policy violations.
- As applicable to your role, support cybersecurity and data protection requirements throughout the supplier lifecycle by coordinating vendor risk assessments, monitoring third-party compliance, and promptly reporting identified supply chain or cybersecurity risks.
- Demonstrate UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation in all daily work and interactions.
- Execute responsibilities in accordance with organizational policies, procedures, and applicable regulations.
- Perform additional responsibilities as required to meet department and organizational needs.
Requirements
- High School Diploma or equivalent
- Up to 1 year of direct experience performing the exact or very similar duties required by the job within the same role or function
- Up to 1 year of related experience in a role or field that provides transferable skills or knowledge relevant to the position
- Up to 1 year of customer/patient-facing experience directly interacting and communicating with the public
- Up to 1 year of technical/systems experience using specialized tools, software, or equipment required for the role
- Up to 1 year of healthcare experience working in the healthcare industry in any job function
Work Type
- Day shift
- 40 hours per week
Experience Level
- Up to 1 year of direct experience
- Up to 1 year of related experience
- Up to 1 year of customer/patient-facing experience
- Up to 1 year of technical/systems experience
- Up to 1 year of healthcare experience
Education Level
- High School Diploma or equivalent
Salary/Compensations
- $17.98 - $25.17 per hour
Benefits
- Medical, dental, and vision coverage starting the first of the month after hire for employees working 24+ hours/week
- Flexible plan options and coverage tiers
- Discounted childcare through Bright Horizons
- Voluntary benefits like pet insurance, legal services, and identity theft protection
- PTO starts accruing from day one
- 403(b) retirement plan with company match
- Flexible spending accounts
- Access to financial advisors
- Up to $400/year in wellness rewards
- 24/7 EAP counseling
- Virtual mental health support
- Food pantry
- PTO donation program
- Professional attire through the Classy Closet
- Access to 100,000+ online courses
- Leadership programs
- Tuition reimbursement
- Clinical ladders
- Internal mobility
About the Company
- United Health Services (UHS) is a locally owned, not-for-profit healthcare system in New York’s Southern Tier comprising four hospitals, long-term care and home care services, and physician practices in Broome and surrounding counties.
- UHS provides healthcare and medical services for two-thirds of the region’s population, produces $1.3 billion a year in total economic impact, and boasts a workforce of more than 6,300 employees and providers.
- At UHS, our work is guided by our Values of Compassion, Trust, Respect, Teamwork, and Innovation.
- Whether you provide direct patient care or support behind the scenes, you are part of a shared purpose: to improve the health and well-being of the communities we serve.
- Every employee plays a meaningful role in fulfilling our mission—we’d love for you to consider joining us!
Equal Opportunity
- United Health Services is an Equal Opportunity Employer.