Customer Service Billing Specialist

Department/Unit:

AMHS - Self Pay Billing Office

Work Shift:

Day (United States of America)

Salary Range:

$49,763.00 - $69,668.00

The SBO Customer Service Billing Specialist is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System, including 125 + practice locations. The department is responsible for $65-70M in total Self-Pay AR.
The Customer Service Specialist works within the Customer Service department, where each member of the department receives more than 100 calls per day. This advanced role can assist patients and families as well as the Customer Service Associate I & II positions with the more challenging situations and calls the department receives prior to any management involvement. This position also performs advanced patient billing functions, including resolving complex accounts, coordinating specialized tasks, creating job aids, and contributes to department-wide projects in collaboration with the supervisor. This position will mentor new hires within the department.
The Customer Service Billing Specialist must exhibit exceptional communication, accuracy, problem-solving skills, and the ability to work staff and management in a productive manner.

Essential Duties and Responsibilities

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
• Assist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
• Maintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions
• Accurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes including
• Handle refund processing alongside complex payment plan management to support financial accuracy and patient satisfaction
• Facilitate skill development of Level I/II team members through cross-training and mentorship initiatives
• Collaborate with outside departments—including legal, compliance, and insurance—to resolve complex, longstanding issue
• Exhibit and maintain thorough understanding of the FAP process, ensuring proper application and compliance
• Handle MyChart escalation processes to support efficient billing operations
• Maintain strict compliance with HIPAA regulations during all customer communications to safeguard sensitive information
• Manage a cash drawer as needed
• Responsible for managing in-person customer service interactions with professionalism, empathy, and efficiency
• Advanced knowledge of bad debt and processes. Reviews the recalls from BD and works with BD agency with requests.
• Mentors staff within the department as needed
• Meet daily/weekly productivity standards with acceptable QA results.
• Additional responsibilities as required

Qualifications

• High School Diploma/G.E.D. - required
• Associate's Degree - preferred
• 2+ years of relevant customer service or support experience - required
• Demonstrated ability to manage more complex financial and billing issues
• Strong analytical skills for identifying trends and root causes
• Good knowledge of billing, insurance, and payment plan processes
• Ability to collaborate with other departments
• Medical billing terminology required
• Proficient use of Epic
• Strong proficiency in both oral and written communication to support collaboration and customer interactions
• Excellent knowledge of internal systems, including MyChart, to support efficient patient management and information access
• Strong track record of resolving escalated cases and working across departments
• Strong leadership, coaching, and mentoring skills
• Highly skilled in communication, conflict resolution, and compliance requirements
• Extensive knowledge of billing, insurance and regulatory requirements
• Strong understanding of financial aid offerings and regulations to assist patients in navigating available options

Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

Working Conditions

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Thank you for your interest in Albany Medical Center!

Albany Medical Center is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Med Health System!​

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.