The Customer Service Dispute Resolution Analyst is responsible for analyzing, investigating, and resolving customer service requests requiring second-level review across the health system.
This role evaluates patient complaints from a holistic revenue cycle perspective, including charging, billing, documentation, reimbursement, and posting. The analyst collaborates with departments across the organization, escalates unresolved issues when needed, keeps all stakeholders informed throughout the research process, and helps educate patients about billing and reimbursement in healthcare.
The position requires strong critical thinking, excellent communication, and a patient-centric approach to managing disputes, complaints, and self-pay account workflows.
Qualifications
- Associate degree required; bachelor’s degree preferred
- 3-5 years of experience in insurance and self-pay billing, remit processing, patient access, and/or collections
- Preferred: at least 1 year of experience in a multi-entity system using Epic
- Previous experience in patient relations or healthcare customer service preferred
Knowledge and skills
- Strong customer service, interpersonal, organizational, and analytical skills
- Understanding of hospital and professional revenue cycle processes
- Ability to work in a high-volume environment and respond to patient inquiries promptly
- Knowledge of payer contracts, regulations, guidelines, and state/federal billing and collection laws
- Familiarity with medical and insurance terminology
- Proficiency with computers and hospital software applications
- Fluent in English required; Spanish and Polish preferred
Benefits
- Competitive benefits program
- Support for work/life balance
- Career development and growth opportunities
- Access to a large healthcare network with multiple locations and internal mobility
Location
Connecticut, US
Employment Type
Full-time
Experience Level
Intermediate Level
Remote work allowed
No
Posted
3 weeks ago