Customer Care Specialist - MedStar Unified Revenue Cycle Organization

The Customer Care Specialist serves as a primary point of contact for patients and guarantors, helping resolve questions and concerns related to medical billing, insurance, payments, and healthcare services. In this fully remote, full-time role, you will manage inquiries across multiple communication channels and guide each case from initial contact through final resolution. You will use billing systems, payment tools, and internal resources to investigate account issues, clarify charges, and support accurate claim processing. The position places a strong emphasis on patient advocacy, clear communication, and service recovery to create a positive customer experience. You will collaborate with internal departments and external partners while exercising sound judgment to resolve complex cases. This opportunity is well suited to a customer-focused professional with healthcare billing knowledge who thrives in a structured, performance-driven environment.

• Respond to patient and guarantor inquiries by telephone, mail, fax, and email, addressing questions related to billing, coding, insurance, payments, and services.

• Act as the patient's single point of contact, researching and coordinating cases with internal departments and external partners until a resolution is reached.

• Use billing systems and payment portal tools to investigate account concerns, explain charges, and assist customers with payment-related matters.

• Review and correct registration, insurance, and financial classification information to support accurate and timely claim processing.

• Document every interaction and resolution accurately, maintain account records, and ensure supporting documents are properly uploaded and retained.

• Apply relevant managed care contract provisions, payer requirements, and billing guidelines to support appropriate reimbursement and customer satisfaction.

• Advocate for patients by building rapport, educating them about their accounts, identifying appropriate support or charity care programs, and proposing payment plans when appropriate.

• Meet established performance and quality standards for call volume, response times, call handling, case resolution, and documentation accuracy.

• Identify recurring system or procedural issues and communicate improvement opportunities to leadership.

• Participate in team meetings, training sessions, workshops, committees, and other departmental initiatives.

• High school diploma or GED required.

• At least 2 years of experience in patient accounting or a related healthcare field.

• At least 1 year of customer service experience.

• Medical billing experience and knowledge are essential.

• Associate or bachelor's degree preferred.

• Strong verbal and written communication skills, with the ability to handle customer inquiries professionally and confidently.

• Excellent research, analytical, problem-solving, and organizational skills, including the ability to manage multiple cases and follow them through to resolution.

• Ability to exercise sound judgment and make independent decisions within established policies and guidelines.

• Familiarity with healthcare billing, insurance processes, claim requirements, and patient account documentation is valuable.

• A patient-first approach, empathy, discretion, and the ability to build trust while handling sensitive billing concerns.