Inbound Patient Account Services Coordinator

The Inbound Patient Account Services Coordinator supports CVS Specialty patients by helping them navigate billing, reimbursement, and account-related questions. This role focuses on providing customer service over the phone, resolving patient billing concerns, reviewing account information, documenting interactions, and coordinating with internal departments to support timely billing and reimbursement.

This is a remote healthcare customer care role within patient accounts and revenue cycle operations. The position requires empathy, strong communication skills, healthcare billing knowledge, and the ability to meet call center metrics related to call volume and call quality.

### Key Responsibilities

* Answer inbound patient billing calls
* Resolve patient account and billing questions
* Help patients understand reimbursement processes
* Document each interaction in revenue cycle systems
* Review and follow up on patient concerns
* Gather and examine account information
* Determine eligibility for payment plans
* Escalate trends or recurring issues to leadership
* Coordinate with internal CVS Specialty departments
* Provide empathetic and professional phone support
* Meet call volume and call quality metrics
* Support efficient billing and reimbursement workflows

### Requirements

* High School Diploma or GED
* 6+ months healthcare billing, reimbursement, collections, or infusion services experience
* 1+ year Microsoft Word, Outlook, and Excel experience
* Strong written and verbal customer service skills
* Ability to work independently and within a team
* Ability to provide empathy and emotional support
* Flexibility to work business hours between 8:00 AM – 8:00 PM EST
* Strong documentation skills

### Preferred Qualifications

* 1+ year healthcare billing experience
* 1+ year collections experience
* Infusion services experience
* 1+ year pharmacy billing experience
* Pharmacy reimbursement experience
* Patient account experience

### Benefits

* Medical insurance
* Dental insurance
* Vision insurance
* Paid time off
* Retirement savings options
* Wellness programs
* Bonus or incentive eligibility
* Comprehensive full-time benefits package

### Phone Level Breakdown

* Inbound patient calls: High
* Billing questions: High
* Payment plan discussions: Moderate
* Documentation: High
* Internal coordination: Moderate
* Patient account review: Moderate

### Best Fit For

Candidates with experience in patient accounts, healthcare billing, pharmacy billing, reimbursement, collections, infusion services, call center support, medical billing customer service, revenue cycle support, or patient financial services.