Patient Financial Services

Pfs Customer Service Representative

Unlock your potential for professional development! We are hiring a PFS Customer Service Representative to join our team! Located in northwest Arizona, Kingman has a mild climate with stunning Arizona sunsets! In the shadows of beautiful mountain ranges and nearby lakes, Kingman is an outdoor enthusiasts' paradise with abundant sunshine and is a great community to live, work, and play!

Position Purpose: All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHIs vision of providing the regions best clinical care and patient service through an environment that fosters respect for others and pride in performance. The Customer Service Representative is responsible for providing exceptional customer service to patients regarding their billing inquiries, payments, and account information. This position handles a high volume of incoming calls and in-person visits ensuring all inquiries are resolved accurately and in a timely manner. The role requires strong attention to detail, excellent organizational skills, and the ability to multitask in a fast-paced environment. Representatives are expected to meet established productivity and quality standards that support overall department goals and performance metrics.

Benefits (Full Time Employees): We offer you an excellent total compensation package including a competitive salary, comprehensive benefits, and growth opportunities:

Exceptional Colleagues: Join us and you'll be a part of a culture where we support each other and celebrate what makes each of us a special person as we work together with integrity, compassion, teamwork, respect, and accountability. Our leaders demonstrate their commitment by gathering feedback, supporting, and empowering team members to do their best work through regular leadership rounding.

Health and Well-Being: Medical, Dental, Vision, Employer Paid HSA for HDHP participants, Robust Wellness and Employee Assistance Program, Employer Paid Group Life, Short & Long-Term Disability, Generous Paid Leave Accruals, 403b Pension Plan with Employer Contributions, Employee Recognition Programs, Employee Discounts and Employee Referral Bonus Program, Employee Identity Theft Protection, On-site daycare exclusive to our employees children of all ages, Career Growth and Development, Tuition Reimbursement/Scholarships for full-time employees. As a not-for-profit organization, our employees who have qualified student loans may be eligible for the Public Service Loan Forgiveness program. So much more!

Key Responsibilities:

Patient Assistance & Communication: Provide prompt, professional, and courteous assistance to patients in person at the Main Campus or SHMP windows while handling a high volume of incoming calls and emails to resolve billing and payment inquiries efficiently and accurately. Ability to follow up with insurance companies by phone or payer websites to research patient accounts, verify information, and confirm details such as eligibility and claim status. Other duties as assigned by Department Leader.

Account Review & Accuracy: Review patient accounts to ensure charges, adjustments, and payments are accurate and appropriately applied. Verify that account balances in a self-pay status are correct by reviewing insurance remittance advice and related documentation.

Financial Assistance Payment Posting Payroll Deductions & Credit Balance Review: Review financial assistance applications for completeness and ensure all required documentation is received. Post patient payments accurately including cash, check, and credit card transactions. Reconcile daily cash drawers and credit card batches at the end of each business day. Set up payroll deductions for employees in accordance with organizational policies and ensure accuracy in account posting. Review credit balances to determine if the credit is valid and should be refunded to the patient or insurance transferred to another open balance or adjusted appropriately.

Reporting Productivity & Administrative Support: Review accounts receivable (AR) reports to ensure the appropriate amount is being billed to the patient. Meet or exceed productivity and quality standards as monitored by management to ensure departmental goals are achieved.

Qualifications:

Education: High School Diploma or Equivalent

Skills and Knowledge: Prior experience with healthcare billing processes including CPT and ICD-10 coding, payer guidelines and timely filing requirements, interpreting remittance from insurance companies. Strong interpersonal skills are essential for effectively assisting patients and resolving complex or difficult situations with professionalism and empathy. Demonstrate excellent organizational abilities to manage, prioritize, and accurately process a daily workload while maintaining attention to detail and ensuring compliance with established policies and procedures.

Preferences:

Experience: Minimum of 12 years of experience in healthcare billing, customer service, or a related field. Knowledge of insurance billing procedures, CPT/ICD coding, and remittance advice preferred. Proficiency with Microsoft Office applications (Outlook, TEAMS, Excel) and electronic health record (EHR) or billing systems.

Special Position Requirements:

Blood Borne Disease Exposure Category: Category III

Work Requirements: Ability to sit for six to seven hours daily at a computer terminal. Position involves frequent interaction with patients and staff in an office or front-desk environment. Will require rotating between main campus and satellite billing windows. Standard business hours with occasional extended hours based on departmental needs.