Health Care Call Center Representative - Customer Service/Call Center
UNC Health, Chapel Hill, NC, United States
Health Care Call Center Representative - Customer Service/Call Center
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Position Summary:
The primary responsibility of the Revenue Cycle Financial Representative supporting the UNC Health Billing Customer Service Call Center - Billing is to support high-volume inbound patient callsaveraging 4560 calls per day and contributing to over 40,000 monthly contacts. These calls range from simple payment transactions to complex billing inquiries involving insurance, Explanation of Benefits (EOBs), estate matters, and collections. This is a call center representative position with a structured schedule in a high pressure environment.
This role supports both hospital and physician billing (HB and PB), serving as a key resource for patients seeking resolution to billing/financial concerns.
Key Responsibilities:
Respond to inbound calls regarding billing inquiries, payments, insurance, and financial assistance.
Assist patients with:
Making payments and setting up payment plans.
Understanding EOBs and insurance billing.
Requesting itemized bills and verifying coverage.
Payroll deductions, refunds, and charity care applications.
Estate-related billing and collections.
Initiate outreach to provide resolution, collect on delinquent accounts and high-balance follow-ups.
May support MyUNCChart messages, written correspondence, and other self-pay workflows.
Responsible for de-escalating patient relations escalated billing concerns, including charge validation and payment reconciliation.
Document all interactions in CRM systems and follow up on unresolved issues.
Maintain strict HIPAA compliance and patient confidentiality.
Training & Work Environment:
Training: 68 weeks of structured onboarding, primarily remote via Webex, with required on-camera participation.
Onsite days in Morrisville or Chapel Hill, NC. may be required based on performance.
Work Schedule:
MondayThursday: 8:00 AM 6:00 PM (30 or 60-minute lunch as assigned)
Friday: 8:00 AM 12:00 Noon
Note: Schedule is fixed due to high call volume; this is not a flexible schedule.
Work Model: Remote with possible onsite attendance based on training, performance and other criteria.
Education Requirements: High school diploma or GED. Licensure/Certification Requirements: No licensure or certification required. Professional Experience Requirements: Two (2) years of experience in Hospital or Physician Insurance related activities (Authorization, Billing, Follow-Up, Call-Center, or Collections). Knowledge/Skills/and Abilities Requirements: Excellent interpersonal, verbal and written communication skills. Excellent listening skills, and organizational skills. Advanced knowledge of UB-04, HCFA-1500's and Explanation of Benefits (EOB) interpretation. Intermediate knowledge of CPT and ICD-9 codes. Advanced knowledge of insurance billing, collections and insurance terminology. Ability to work in fast pace environment and prioritize and manage multiple tasks. Healthcare terminology. Customer Service skills. Computer knowledge: MS Word, Excel, and Outlook. Knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Position Summary:
The primary responsibility of the Revenue Cycle Financial Representative supporting the UNC Health Billing Customer Service Call Center - Billing is to support high-volume inbound patient callsaveraging 4560 calls per day and contributing to over 40,000 monthly contacts. These calls range from simple payment transactions to complex billing inquiries involving insurance, Explanation of Benefits (EOBs), estate matters, and collections. This is a call center representative position with a structured schedule in a high pressure environment.
This role supports both hospital and physician billing (HB and PB), serving as a key resource for patients seeking resolution to billing/financial concerns.
Key Responsibilities:
Respond to inbound calls regarding billing inquiries, payments, insurance, and financial assistance.
Assist patients with:
Making payments and setting up payment plans.
Understanding EOBs and insurance billing.
Requesting itemized bills and verifying coverage.
Payroll deductions, refunds, and charity care applications.
Estate-related billing and collections.
Initiate outreach to provide resolution, collect on delinquent accounts and high-balance follow-ups.
May support MyUNCChart messages, written correspondence, and other self-pay workflows.
Responsible for de-escalating patient relations escalated billing concerns, including charge validation and payment reconciliation.
Document all interactions in CRM systems and follow up on unresolved issues.
Maintain strict HIPAA compliance and patient confidentiality.
Training & Work Environment:
Training: 68 weeks of structured onboarding, primarily remote via Webex, with required on-camera participation.
Onsite days in Morrisville or Chapel Hill, NC. may be required based on performance.
Work Schedule:
MondayThursday: 8:00 AM 6:00 PM (30 or 60-minute lunch as assigned)
Friday: 8:00 AM 12:00 Noon
Note: Schedule is fixed due to high call volume; this is not a flexible schedule.
Work Model: Remote with possible onsite attendance based on training, performance and other criteria.
Education Requirements: High school diploma or GED. Licensure/Certification Requirements: No licensure or certification required. Professional Experience Requirements: Two (2) years of experience in Hospital or Physician Insurance related activities (Authorization, Billing, Follow-Up, Call-Center, or Collections). Knowledge/Skills/and Abilities Requirements: Excellent interpersonal, verbal and written communication skills. Excellent listening skills, and organizational skills. Advanced knowledge of UB-04, HCFA-1500's and Explanation of Benefits (EOB) interpretation. Intermediate knowledge of CPT and ICD-9 codes. Advanced knowledge of insurance billing, collections and insurance terminology. Ability to work in fast pace environment and prioritize and manage multiple tasks. Healthcare terminology. Customer Service skills. Computer knowledge: MS Word, Excel, and Outlook. Knowledge of 3rd party reimbursements from insurance companies and government payers is a plus.