Billing Customer Service Representative (On-Site)

Join our team at Wyandot Memorial Hospital, where you’ll find a supportive, community-focused environment, excellent benefits, and the opportunity to make a real difference in the lives of our patients. Be part of a dedicated team that values teamwork, professional growth, and a strong commitment to compassionate, high-quality care.

The Billing Customer Service Representative position is part of the Patient Financial Services department and is a full-time role working approximately 80 hours per two-week pay period. This position provides exceptional customer service by assisting patients with billing questions, insurance inquiries, and payment-related concerns while supporting accurate and timely claims processing. Responsibilities include resolving billing issues, managing claim denials and appeals, maintaining compliance with payer and regulatory requirements, and collaborating with patients, providers, and internal departments to ensure an efficient billing process. Standard working hours are flexible day shift, and this position is performed on campus.

This position is based on-site at our facility and requires the selected candidate to work in person at our location. Remote work for this position is not available.

Qualifications

• High school diploma or equivalent required.
• Excellent customer service and communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Understanding of hospital insurance billing, including Medicare, Medicaid, and commercial insurance preferred.
• Knowledge of medical terminology and medical coding preferred.
• Strong computer, office, and math skills.
• Knowledge of the medical billing process, including Explanation of Benefits (EOBs), denial management, and appeals.
• Ability to maintain confidentiality and provide professional service to patients and staff.
• Strong attention to detail and accuracy.
• Hospital billing experience preferred.
• Epic experience preferred.

Key Responsibilities

• Respond to patient billing inquiries by phone, email, chat, and in person.
• Explain billing statements, insurance information, payment options, and hospital billing policies.
• Resolve billing concerns with professionalism and escalate complex issues as appropriate.
• Process claims, manage denials, and prepare appeals for reimbursement.
• Ensure compliance with payer guidelines and federal healthcare program requirements.
• Review claims and billing documentation for accuracy and completeness.
• Prepare billing records requested by patients, providers, and other authorized parties.
• Answer department telephone calls and manage messages and requests.
• Maintain accurate documentation of customer interactions and issue resolution.
• Collaborate with patients, providers, and internal departments to support efficient billing operations.