Customer Service Representative
Children's National Medical Center, Silver Spring, MD, United States
Customer Service Representative (260000PV)
Provide single point of contact for parents regarding billing and insurance reimbursements for physician and hospital services. Respond to high‑volume, complex parent inquiries about billing issues. Research multiple hospital and physician billing systems to resolve customer issues. Document activities and contacts in systems. Develop detailed understanding of assigned managed‑care contractor and payer requirements.
Functional Accountabilities Patient Services
Receive calls from parents regarding billing questions for physician and hospital services.
Review accounts with parents and communicate any complex billing information in a way parents can understand; work with parents to resolve billing concerns, following up until needs are met.
Provide information in legal matters, with appropriate authorization.
Contact third‑party payors on behalf of parents to obtain additional information.
Provide further account itemization to parents; interpret EOB letters for parents.
Integrate information from multiple systems to develop responses to parents’ concerns.
Billing Issues
Develop detailed knowledge of internal billing systems to research billing inquiries for both physician and hospital services.
Identify source of any issue and the resources required to resolve it in a timely manner; refer unresolved issues to manager.
Adjust overpayments and post errors to accounts.
Within identified parameters, write off account balances; recommend and refer larger write‑offs to manager for approval, providing supporting documentation.
Document actions in system including research findings, write‑offs, documentation sent and requested.
May add insurance information to systems.
Safety
Speak up when team members exhibit unsafe behavior or performance.
Continuously validate and verify information needed for decision making or documentation.
Stop in the face of uncertainty and take time to resolve the situation.
Demonstrate accurate, clear, and timely verbal and written communication.
Actively promote safety for patients, families, visitors, and co‑workers.
Attend carefully to important details—practice Stop, Think, Act, and Review to self‑check behavior and performance.
Organizational Accountabilities Program Knowledge
Understand managed‑care contracting requirements and apply principles for assigned payors.
Develop detailed understanding of state/federal assistance programs, e.g., Medicaid.
Understand federal and state regulations surrounding billing as they apply to assigned payors.
Organizational Commitment/Identification
Partner in the mission and uphold core principles of the organization.
Committed to diversity and recognize value of cultural ethnic differences.
Demonstrate personal and professional integrity.
Maintain confidentiality at all times.
Customer Service
Anticipate and respond to customer needs; follow up until needs are met.
Teamwork/Communication
Demonstrate collaborative and respectful behavior.
Partner with all team members to achieve goals.
Receptive to others’ ideas and opinions.
Performance Improvement/Problem‑solving
Contribute to a positive work environment.
Demonstrate flexibility and willingness to change.
Identify opportunities to improve clinical and administrative processes.
Make appropriate decisions using sound judgment.
Cost Management/Financial Responsibility
Use resources efficiently.
Search for less costly ways of doing things.
Primary Location Maryland – Silver Spring
Work Locations Tech Hill 12211 Plum Orchard Drive, Silver Spring 20904
Job Accounting & Finance
Organization Finance
Position Status: Regular (Full‑Time)
Shift: Day
Work Schedule: 80
Job Posting Apr 17, 2026, 8:05:37 PM
Full‑Time Salary Range 37,336 – 62,046.40
Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your Rights Pay Transparency Nondiscrimination Poster.
Please note that it is the policy of Children's National Hospital to ensure a “drug‑free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances by all staff (management, employees, and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug‑free workplace, including prohibiting recreational or prescribed marijuana.
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Provide single point of contact for parents regarding billing and insurance reimbursements for physician and hospital services. Respond to high‑volume, complex parent inquiries about billing issues. Research multiple hospital and physician billing systems to resolve customer issues. Document activities and contacts in systems. Develop detailed understanding of assigned managed‑care contractor and payer requirements.
Functional Accountabilities Patient Services
Receive calls from parents regarding billing questions for physician and hospital services.
Review accounts with parents and communicate any complex billing information in a way parents can understand; work with parents to resolve billing concerns, following up until needs are met.
Provide information in legal matters, with appropriate authorization.
Contact third‑party payors on behalf of parents to obtain additional information.
Provide further account itemization to parents; interpret EOB letters for parents.
Integrate information from multiple systems to develop responses to parents’ concerns.
Billing Issues
Develop detailed knowledge of internal billing systems to research billing inquiries for both physician and hospital services.
Identify source of any issue and the resources required to resolve it in a timely manner; refer unresolved issues to manager.
Adjust overpayments and post errors to accounts.
Within identified parameters, write off account balances; recommend and refer larger write‑offs to manager for approval, providing supporting documentation.
Document actions in system including research findings, write‑offs, documentation sent and requested.
May add insurance information to systems.
Safety
Speak up when team members exhibit unsafe behavior or performance.
Continuously validate and verify information needed for decision making or documentation.
Stop in the face of uncertainty and take time to resolve the situation.
Demonstrate accurate, clear, and timely verbal and written communication.
Actively promote safety for patients, families, visitors, and co‑workers.
Attend carefully to important details—practice Stop, Think, Act, and Review to self‑check behavior and performance.
Organizational Accountabilities Program Knowledge
Understand managed‑care contracting requirements and apply principles for assigned payors.
Develop detailed understanding of state/federal assistance programs, e.g., Medicaid.
Understand federal and state regulations surrounding billing as they apply to assigned payors.
Organizational Commitment/Identification
Partner in the mission and uphold core principles of the organization.
Committed to diversity and recognize value of cultural ethnic differences.
Demonstrate personal and professional integrity.
Maintain confidentiality at all times.
Customer Service
Anticipate and respond to customer needs; follow up until needs are met.
Teamwork/Communication
Demonstrate collaborative and respectful behavior.
Partner with all team members to achieve goals.
Receptive to others’ ideas and opinions.
Performance Improvement/Problem‑solving
Contribute to a positive work environment.
Demonstrate flexibility and willingness to change.
Identify opportunities to improve clinical and administrative processes.
Make appropriate decisions using sound judgment.
Cost Management/Financial Responsibility
Use resources efficiently.
Search for less costly ways of doing things.
Primary Location Maryland – Silver Spring
Work Locations Tech Hill 12211 Plum Orchard Drive, Silver Spring 20904
Job Accounting & Finance
Organization Finance
Position Status: Regular (Full‑Time)
Shift: Day
Work Schedule: 80
Job Posting Apr 17, 2026, 8:05:37 PM
Full‑Time Salary Range 37,336 – 62,046.40
Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your Rights Pay Transparency Nondiscrimination Poster.
Please note that it is the policy of Children's National Hospital to ensure a “drug‑free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances by all staff (management, employees, and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug‑free workplace, including prohibiting recreational or prescribed marijuana.
#J-18808-Ljbffr