The Onyx Group - Customer Service Representative

Job Title: Customer Service Representative - Physician Revenue CycleLocation: Onsite Department: Revenue Cycle - Physician Billing Reports To: Customer Service Supervisor / Billing Coordinator FLSA Status: Non-Exempt (Hourly) Hours: 40 hours per weekLocation: 124 Verdae Blvd, Greenville, SCSchedule Options (Onsite): Monday - Friday, 8:00 AM - 5:00 PM (1-hour lunch) or Monday - Friday, 8:00 AM - 4:30 PM (30-minute lunch) Position SummaryThe Customer Service Representative - Physician Revenue Cycle serves as the primary point of contact for patients, guarantors, and third-party payers regarding physician billing inquiries. This role is responsible for delivering high-quality customer service while resolving account issues, explaining billing statements, processing payments, and supporting overall revenue cycle performance. This position operates in a fast-paced call center environment and is expected to meet defined productivity and quality metrics consistent with industry best practices, including those modeled by leading healthcare systems such as MUSC Health and Ensemble Health Partners. Schedule Options (Onsite)Candidates may select one of the following schedules: Monday - Friday, 8:00 AM - 5:00 PM (1-hour lunch) Monday - Friday, 8:00 AM - 4:30 PM (30-minute lunch) Key ResponsibilitiesRespond to inbound patient and payer calls regarding physician billing, account balances, insurance coverage, and payment options Accurately document all account activity in the billing system (e.g., Epic, eClinicalWorks (eCW), or equivalent) Research and resolve billing inquiries, including claim status, denials, and payment discrepancies Educate patients on financial responsibility, payment plans, and available financial assistance programs Set up and maintain patient payment plans in accordance with organizational guidelines Process payments via phone in accordance with PCI compliance standards Perform additional revenue cycle support tasks outside of inbound calls, which may include: Outbound calls to patients or payers Account follow-up and basic collections activities Reviewing and resolving work queue assignments Assisting with credit balances or payment research Supporting special projects or departmental initiatives as assigned Collaborate with internal teams (billing, coding, follow-up, and credits) to resolve complex issues Escalate unresolved or sensitive issues appropriately to leadership Maintain confidentiality and compliance with HIPAA regulations Contribute to a positive team environment and support departmental goals Productivity & Performance Expectations (KPIs)This role is measured on both individual and division-level performance metrics, including: Average Speed to Answer: < 50 seconds (Division Level) Abandonment Rate: < 7% (Division Level) Average Talk Time: < 8 minutes (Agent & Division Level) Calls Answered: 95% (Agent & Division Level) Additional quality metrics may include accuracy, customer satisfaction, and documentation standards. QualificationsEducationHigh School Diploma or GED required Associate degree in healthcare administration, business, or related field preferred ExperienceMinimum 1-2 years of customer service experience required Prior healthcare revenue cycle, physician billing, or call center experience strongly preferred Experience with Epic and/or eClinicalWorks (eCW) electronic health record and billing systems preferred CertificationsCertified Revenue Cycle Representative (CRCR) or willingness to obtain Knowledge, Skills, & AbilitiesStrong understanding of physician billing and revenue cycle processes Knowledge of insurance plans, EOBs, and patient financial responsibility Excellent verbal communication and active listening skills Ability to handle high call volumes while maintaining professionalism and empathy Strong problem-solving and critical thinking abilities Attention to detail with accurate data entry and documentation Ability to meet productivity standards in a metric-driven environment Proficiency in Microsoft Office and healthcare systems Work EnvironmentOnsite position in a structured call center or office setting Frequent sitting, computer use, and telephone communication Fast-paced environment with performance expectations and daily metrics The Onyx Group is an Equal Opportunity Employer