Customer Service Specialist

Under general supervision of the Collection/Customer Service Supervisor, this role performs a wide variety of duties to collect patient accounts receivable for Brown University Health.

Key responsibilities include:

• Reviewing patient accounts using the Aged Trial Balance report to identify prior billing and collection actions
• Working credit balances and referring unsuccessful accounts to collection agencies
• Documenting collection activity, including notices, calls, credit checks, and payment arrangements
• Researching and resolving billing questions from patients, attorneys, and third-party payors
• Providing itemized bills and billing information as requested
• Filing liens and assisting attorneys with judicial and small claims cases when needed
• Following up on liability cases to support reimbursement for hospital balances
• Updating patient account information such as address and insurance changes
• Helping patients complete financial assistance applications and payment plans
• Reviewing returned mail and generating revised bills as needed
• Participating in educational programs, in-service meetings, councils, and quality improvement activities
• Maintaining quality assurance, safety, environmental, and infection control standards