Customer Service Representative CBO

Overview

North Florida Surgeons is a leading healthcare provider committed to delivering exceptional patient care and service. We have over 300 medical providers and physician extenders and are currently seeking a detail‑oriented and motivated Customer Service Representative to support our revenue cycle department. This role is essential in helping patients understand their bills, resolve account issues, and navigate the insurance process. As a Customer Service Representative, you will be the first point of contact for patients with billing questions.

You’ll provide clear, compassionate assistance while working closely with billing and insurance teams to ensure accurate and timely resolution of account concerns.

• Receive all incoming billing calls with courteous, accurate, timely service for resolving patient issues, and making arrangements to collect and receive payments on patient accounts after their services.
• Educate patients on the various financial assistance opportunities.
• Provide accurate information on their medical bills as to why they have a balance – examples such as copays, coinsurance and deductibles, incorrect insurance information, etc.
• Maintain detailed records of customer interactions and transactions in the system.
• Collaborate with the medical office team to ensure accurate balances.
• Stay updated on changes in medical terminology and coding standards to provide informed assistance.
• Handle sensitive patient information with confidentiality and professionalism.
• Negotiate settlements with patients in accordance with policy.
• Update requests made by the patient in the system to ensure documentation trail exists.
• Explain insurance benefits, balances, and payment options.
• Research and resolve account discrepancies and escalated issues.
• Process payments and set up payment plans when needed.
• Document all interactions in the billing system.
• Collaborate with billing, coding, and payment posting teams.
• Ensure compliance with HIPAA and all applicable regulations.

• High school diploma or equivalent required.
• 1+ year of experience in medical billing, healthcare customer service, or a related field.
• Strong communication skills with the ability to convey complex information clearly.
• Ability to work effectively both independently and as part of a team within a dynamic environment.
• Knowledge of insurance terminology and billing processes preferred.
• Experience with EHR or billing software is a plus.