Customer Service Representative

Customer Service Representative

At North Arkansas Regional Medical Center (NARMC), we are committed to delivering high-quality, compassionate care to our community. As a mission-driven, independent healthcare organization, we value collaboration, innovation, and continuous learning. Our team-oriented culture fosters support at every level, empowering employees to thrive professionally and personally.

The Customer Service Representative plays a vital role in supporting patients and families by ensuring accurate billing, insurance processing, and financial arrangements. This position serves as a primary contact for patient billing inquiries and works closely with the Insurance Department to resolve account issues, maintain compliance with program provisions, and provide outstanding customer service.

Key Responsibilities:

• Reconcile billing and invoices, check balances, produce statements, and maintain client files.
• Perform clerical work related to insurance billing, including reviewing and verifying insurance accounts against program provisions (e.g., Medicare, BlueCross).
• Resolve routine patient billing inquiries and problems in person, by phone, or through written correspondence.
• Answer all incoming calls to the Insurance Department, handling complaints, questions, and requests for information.
• Assist patients in person with billing issues and questions.
• Establish payment arrangements with patients in accordance with hospital payment plans.
• Authorize reduced payments when financial statements demonstrate patient hardship.
• Document all conversations and agreements in the computer system.
• Prepare accounts for review by the Hospital Finance Board for bad debt write-off and Hospital Subsidy Fund approval.
• Verify that all insurance has been filed and ensure remaining balances are billed appropriately to guarantors.
• Manage patient correspondence, including employee payroll deductions for medical accounts.
• Serve as back-up for Cashier and Customer Service Representative duties.
• Perform other duties as assigned by the Insurance Supervisor or Business Office Director.

Job Qualifications:

Required:

• High school diploma or equivalent.
• Previous experience in billing, insurance, or healthcare office operations.
• Strong communication and customer service skills.
• Ability to handle confidential information with professionalism.
• Proficiency in computer systems and data entry.

Preferred:

• Experience with Medicare, BlueCross, or other insurance billing processes.
• Knowledge of hospital or healthcare financial assistance programs.
• Bilingual skills (English/Spanish) a plus.

Compensation & Schedule:

• Competitive pay based on experience.
• Full-time, Monday–Friday schedule.
• Occasional flexibility required for departmental needs.

Why Join Us:

At NARMC, we know that our employees are the heart of our mission. You'll be part of a supportive and collaborative environment where your contributions directly impact the patient and family experience. We offer growth opportunities, educational support, and a workplace culture built on trust, respect, and compassion.

Benefits Overview:

• Multiple health plan options (PPO and HDHP) with coverage through NARMC Domestic Network and Cigna Health Plan.
• Dental and vision coverage through Delta Dental and Delta Vision of Arkansas.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) available.
• Basic life insurance ($40,000) and AD&D provided at no cost; voluntary life options available.
• Short-term and long-term disability coverage offered.
• Accident and critical illness insurance through Lincoln Financial.
• 401(k) retirement plan with up to 3.5% company match, vested over 5 years.
• Paid Leave Bank (PLB) and Extended Illness Bank (EIB) with accrual based on service years.
• Employee Assistance Program (EAP) and First Stop Health 24/7 counseling services.
• AirMed/Mercy Life Flight membership for eligible staff and families.
• On-site wellness center and discounted membership at Planet Fitness.
• Tuition reimbursement and support for continuing education.
• Employee referral bonuses and internal promotion opportunities.
• Pet insurance and identity theft protection available.
• Discounts on prescriptions, cafeteria meals, gift shop items, and local thrift store purchases.