Bilingual Healthcare Self-Pay & Customer Service Representative

Job Title:  Self-Pay & Customer Service Representative *BILINGUAL REQUIRED*

Reports to: SBO Manager and Director

Summary: The Healthcare Self-Pay & Customer Service Representative plays a critical role in supporting the Single Billing Office (SBO) by providing excellent customer service to patients and conducting self-pay collections. This dual-function role involves managing both inbound and outbound patient calls, responding to billing inquiries, negotiating payment plans, and ensuring compliance with all regulatory guidelines including HIPAA, FDCPA, and internal policies.

The ideal candidate is a self-starter with strong communication skills, high emotional intelligence, and a solid background in healthcare billing and collections. This position requires an understanding of insurance billing, payment posting, and patient advocacy with a goal-oriented and empathetic approach.

Essential Duties and Responsibilities:

 Customer Service:

• Respond to inbound calls, emails, and written inquiries from patients regarding billing questions, statement explanations, and payment options.
• Clarify insurance coverage, update patient demographics, and explain out