Department/Unit:

AMHS - Self Pay Billing Office

Work Shift:

Day (United States of America)

Salary Range:

$46,215.00 - $60,080.00

The SBO Customer Service Billing Associate is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125 + practice locations. The department is responsible for $65-70M in total Self-Pay AR. The Customer Service Billing Associate is the primary point of contact for customer/patient inquiries, receiving in excess of 100 calls per day. This position collects payments, assists with insurance inquiries, provides account status, and will escalate calls to management as needed. This role requires professional communication, accuracy, and problem-solving skills.

Essential Duties and Responsibilities

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
• Assist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
• Maintain strong listening skills; ability to de-escalate in difficult or emotional customer interactions.
• Review credit balances; process refund requests.
• Accurately update, add, or remove patient insurance and demographic information to ensure up-to-date records and seamless billing processes and identify root causes of data discrepancies
• Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross-functional collaboration
• Meet daily/weekly productivity standards with acceptable QA results.
• Manage a cash drawer as needed.
• Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
• Perform cross-functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution
• Additional responsibilities as required

Qualifications

• High School Diploma/G.E.D. - required
• Associate's Degree - preferred
• 1–2 years of relevant customer service or support experience - preferred
• Proven capability to self-manage and take initiative in completing assignments with accountability
• Excellent verbal and written communication
• Strong attention to detail; ability to follow processes accurately
• Basic understanding of relevant financial/billing terms
• Effectively defuse high-stress customer interactions to achieve positive outcomes
• Familiarity with CRM or customer support software
• Ability to manage time effectively and complete multiple tasks timely
• Some medical terminology knowledge

Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

Working Conditions

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Thank you for your interest in Albany Medical Center!

Albany Medical Center is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Med Health System!

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.