Job Description

Exciting Career Opportunity with Avance Care!

Join our rapidly expanding network of 37 practice locations in the Triangle Area (Raleigh-Durham-Chapel Hill), the Charlotte Region, and Wilmington, NC.

Avance Care is dedicated to elevating the standard of healthcare. As one of North Carolina's largest networks of independent primary care practices, we offer comprehensive services to support the physical, mental, and emotional health of our patients.

As a Customer Service Specialist , you’ll be responsible for providing high-quality support and assistance to patients, providers, and internal departments. In addition to serving as the point of contact for all Revenue Cycle inquires, complaints, and service requests. In addition, to enhancing patient’s experience and satisfaction. This role will also contribute to the organization’s financial health by ensuring that patient’s issues and concerns are resolved promptly, and billing inquiries are addressed efficiently.

• This is a full-time hybrid role involving 8 hours weekday shifts with no weekends schedule.
• We operate in a busy, fast-paced environment , and we seek a candidate who thrives under such conditions.
• We offer a comprehensive benefits package available on the first of the month following 30 days of employment.

Selected Responsibilities:

• Answer inbound calls and respond to emails or actions and telephone encounters related to patient billing, payment processing, and insurance inquiries within the designated timeframes.
• Address patient and practice complaints with empathy and professionalism, ensuring timely and satisfactory resolutions.
• Collaborate with the denial management team to manage patient inquiries related to denied claims and billing adjustments.
• Manage the patient refund process, ensuring timely and accurate issuance of refunds for overpayments or resolved billing disputes.
• Monitor and track key assigned performance metrics such as first-call resolution, average response time, average handle time, and patient satisfaction scores.
• Collaborate with billing, coding, and denial management teams to resolve complex issues that impact patient satisfaction and financial outcomes.

Candidates should have a High School Diploma, but an associate, or bachelor’s degree in business, healthcare administration, or related field preferred. Along with 2, or more years of related customer service experienice , preferably in a healthcare setting.

Other Priorities:

• Strong verbal and written communication
• Knowledge of medical billing, insurance, and healthcare terminology is preferred
• Ability to work under pressure and meet tight deadlines
• High attention to detail and accuracy in work
• Technical aptitude or proficiency in job-specific software/systems

If you are excited to join a growing organization focused on changing the way healthcare is delivered to patients in North Carolina, please submit your resume.

Avance Care provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, gender identification, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state or local law.

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