Business Office Representative

Business Office Representative – Charlotte Eye Ear Nose & Throat Associates, P.A. (CEENTA)

This position is responsible for answering incoming patient calls to the Business Office to review and resolve any patient concerns regarding billing.

• Answer incoming calls with urgency and professionalism.
• Assist patients with questions about balances or transfer to correct location/take message.
• Research accounts thoroughly regarding patient concerns communicating through various channels (in basket messaging, Epic, or email) to respond and resolve issues.
• Manage accounts receivable, accept and process payments from patients.
• Keep accurate, detailed records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
• Assign work queues to resolve account issues (duplicate charges, merging accounts, credits, returned mail, bankruptcy).
• Meet the physical and mental demands of the position.
• Work on-site.
• Maintain predictable, reliable, and prompt attendance.

• Ability to interpret an Explanation of Benefits.
• Ability to communicate professionally (written and verbal).

• Communication.
• Multi‑tasking & adaptability.
• Attention to detail.
• Follow‑up.
• Stress tolerance.
• Decision making.

The representative will shadow a current employee for a week. Upon completion, they will work independently within an address return work queue to locate pertinent information needed when a patient calls. They will work in this queue, asking questions as needed, for several days. Afterwards, the representative will accept patient calls with the employee who shadowed them to refer questions for a week.

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and employees of CEENTA. This position is a front‑line contact for patients contacting the Business Office, ensuring patients are addressed in a courteous and helpful manner.

Education

High school diploma or equivalent required.

Experience

2–4 years of healthcare experience is required.

Experience With Epic EMR Preferred

Experience with Epic EMR is preferred.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position entails answering a high volume of calls, which involves sitting for extended periods of time. The representative will use a computer, along with printing, faxing and emailing to patients and coworkers.

Supervision

This position reports to the Operations Manager, and to the Operations Supervisor when applicable, with clinical oversight from the Provider. The position has no supervisory responsibilities.

Position Type and Expected Hours of Work

This is a full‑time, nonexempt position.

Schedule:

Monday–Friday, 8:00 am–5:00 pm.

The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.

Mental Demands

• The ability to make quick decisions.
• The ability to use discretion and sensitivity when speaking to patients.
• The ability to interpret data.
• The ability to work under pressure and thrive in a fast‑paced environment.

Other Requirements

• Active & current driver’s license.
• Clean driving record.
• Consistent and reliable transportation.
• Polite and professional disposition.

Supervisory Responsibilities

The Patient Services Representative reports to the Business Office Coordinator. This position has no supervising responsibilities.

Other…