• Answer and resolve all inbound inquiries and issues regarding patient account statements, bad debt write off's, explanation of benefits, balance due, and other patient and insurance billing related scenarios. • Analyze the patient's problem or issue that is presented by collecting information and data and conducting thorough research of the IDX patient accounting systems, Hyland OnBase for documents that may have been imaged (EOBs, statements, admitting documentation, patient correspondence, etc.), Passport or Blue E for eligibility, researching payor websites and/or contacting the payor if needed. • Follow through on all customer issues promptly and accurately until completion. • Communicate with the patient, physicians, collection agency, internal departments and all other internal and external customers in a professional, courteous, and respectful manner. • Research EOBs and payment detail to determine if a patient refund is necessary or determine the nature of the credit balance. • Validate that charges are correct and request medical review and audit when necessary. • Produce itemized statements. Mail and provide itemized statements to patients when requested.

• Hire, coach, and develop a high-performing Customer Service team. • Ensure efficient, high-quality support across all channels. • Manage team capacity and workflows to meet demand. • Partner across CX, and with Product, Engineering and RevOps teams to resolve issues and improve the experience.

Role Description We're hiring a Customer Service Management professional to oversee client interactions, ensure service standards are met, and support a smooth, high-quality experience from first contact through completion. This fully remote role is ideal for someone who's organized, people-focused, and confident managing multiple client needs while working independently. The individual will need to be able to work independently while having resources and tools and mentorship. - Oversee and support client communications and service workflows - Ensure timely responses, follow-ups, and issue resolution - Coordinate details, schedules, and confirmations as needed - Maintain accurate records and service documentation - Provide professional, friendly leadership in client-facing situations Qualifications - Strong communication, organization, and problem-solving skills - Customer service or client management experience (preferred, not required) - Ability to multitask and work independently in a remote setting - Reliable, detail-oriented, and tech-comfortable - Must be a citizen of the US, UK, Mexico, Australia, Spain and LATAM Benefits - 100% remote flexibility - Training and ongoing support provided - Clear path for growth within a supportive team

• Manage self-pay accounts by setting up payment plans and ensuring timely collection of outstanding balances • Provide excellent customer service to patients, addressing billing and payment inquiries, and offering solutions to resolve any concerns • Accurately post payments and adjustments from patients into the billing system • Perform regular reconciliations of patient accounts to ensure accuracy and completeness • Investigate and resolve any discrepancies or disputes related to patient accounts in a timely manner • Maintain accurate and up-to-date financial records, including payment plans and collection activities • Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow and identify trends or issues • Perform various clerical activities to support daily operations • Creates and promotes a culture of continuous improvement • Ensures compliance with all CHN and affiliate policies, as well as all state and federal regulations • Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community • Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems • Provides positive and development feedback and accountability related to practices including, but not limited to, equity