Patient Solutions Representative II (Healthcare Customer Service | Call Center)

R1 RCM provides healthcare revenue cycle management services that improve financial outcomes and patient experiences for leading health systems. The Patient Solutions Representative II supports patients in a high-volume healthcare call center by resolving billing, insurance, claims, payment, and account-related questions while maintaining accurate documentation and meeting performance metrics.

Responsibilities:

• Resolve questions related to medical billing, insurance coverage, claims, EOBs, and account balances
• Deliver high-quality customer service through inbound and outbound calls in a high-volume environment
• Support patients with payment plans and financial questions
• Achieve first call resolution and meet call center performance metrics
• Use EMR systems (Epic, Cerner, Meditech) to research and resolve issues
• Maintain HIPAA compliance and accurate documentation
• Navigate multiple systems while managing high call volume

Requirements:

• 1+ year of experience in a customer service or call center role
• Ability to explain insurance benefits, claims, and EOBs clearly
• Experience handling high call volume and fast-paced environments
• Strong attention to detail and ability to multitask across systems
• Resolve questions related to medical billing, insurance coverage, claims, EOBs, and account balances
• Deliver high-quality customer service through inbound and outbound calls in a high-volume environment
• Support patients with payment plans and financial questions
• Achieve first call resolution and meet call center performance metrics
• Use EMR systems (Epic, Cerner, Meditech) to research and resolve issues
• Maintain HIPAA compliance and accurate documentation
• Navigate multiple systems while managing high call volume
• Experience in health insurance, payer customer service, or medical billing/claims (highly preferred)
• Familiarity with EMR systems (Epic, Cerner, etc.) is a plus
• Health insurance customer service (Optum, UnitedHealthcare, Anthem, Aetna, BCBS)
• Medical claims or billing support roles
• Revenue cycle or patient financial services
• Healthcare contact center / call center environments