Senior Hospital Collections Customer Service Representative

General Information

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Work Location: Los Angeles, CA, USA Onsite or Remote Flexible Hybrid Work Schedule Monday-Friday, 7:30 AM - 4:00 PM Posted Date 03/02/2026 Salary Range: $33.27 - 47.77 Hourly Employment Type 2 - Staff: Career Duration Indefinite Job # 29191

Primary Duties and Responsibilities

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Join a patient-focused team that plays a vital role in delivering exceptional service and resolving financial concerns at UCLA Health. As a Hospital Collections Customer Representative in our Patient Business Services department, you will serve as the primary point of contact for patients, helping to resolve billing inquiries, process payments, and support account follow-up activities in a high-volume call center environment.

In this role, you will:

• Manage high-volume inbound and outbound calls, verifying identity and documenting interactions in Epic and CRM systems with detailed, accurate notes.
• Assist patients with payments, set up payment plans, and provide information on financial assistance programs.
• Review and process account adjustments, refunds, and vendor assignments; ensure timely follow-up by routing accounts to the appropriate work queues.
• Track daily productivity, meeting expectations of at least 60 accounts per day, and support team performance through special projects and administrative tasks.
• Adhere to all departmental guidelines, including attendance, equipment usage, and compliance with HIPAA and UCLA Health service standards.

Salary Range: $33.27 – $47.77 hourly

Job Qualifications

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We’re seeking a service-oriented professional with:

• Required: Minimum of 5 years of customer service experience in a hospital or healthcare setting.
• Preferred: Familiarity with Epic electronic health record systems.
• Excellent verbal and written communication skills.
• Strong organizational skills and the ability to manage multiple accounts.
• Attention to detail in account documentation, refund processing, and reconciliation.
• Proficiency in managing follow-up work queues and resolving patient concerns efficiently.
• Ability to maintain confidentiality and act with integrity when handling sensitive patient information.

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.