Job Overview
Location
Remote - US
Job Type
Full-time
Category
Customer Support
Date Posted
December 23, 2025
Full Job Description
đź“‹ Description
- • Serve as the first—and often only—human touchpoint for thousands of patients who are navigating the confusing world of medical billing. Every inbound call you answer is an opportunity to turn anxiety into clarity, confusion into confidence, and frustration into trust.
- • Own a daily queue of 60-80 inbound and outbound calls, consistently exceeding production standards while maintaining a 95 %+ quality-assurance score. Your voice becomes the reassuring constant that patients remember long after their balance is resolved.
- • Master the nuances of each client’s unique policies and procedures—ranging from rural critical-access hospitals to large multi-specialty health systems—so you can speak their language and protect their brand with every interaction.
- • Become a subject-matter expert on financial-assistance programs, charity-care guidelines, prompt-pay discounts, and Medicaid spend-down pathways. You will translate complex regulations into plain-English solutions that help patients keep their lights on and their credit intact.
- • Build and maintain detailed, HIPAA-compliant case notes in TruBridge’s proprietary CRM so that the next advocate who touches the account can pick up exactly where you left off—no patient ever has to repeat their story.
- • Negotiate and set up sustainable payment plans that balance the provider’s cash-flow needs with the patient’s real-world budget. Your empathy and creativity often mean the difference between an account going to collections and a family staying on track.
- • Schedule strategic follow-up callbacks at moments that fit the patient’s life—during a lunch break, after a child’s bedtime, or once an insurance appeal is decided—so every promise made is a promise kept.
- • Detect early warning signs of potential bankruptcies, undiagnosed coverage, or billing errors, escalating complex situations to our Patient Financial Advocates and Clinical Appeals teams for deeper intervention.
- • Contribute to weekly calibration sessions where you and your remote teammates dissect recorded calls, share best practices, and crowd-source solutions to emerging challenges—turning individual wins into collective excellence.
- • Protect the confidentiality of every patient by adhering to TruBridge’s zero-tolerance policy for data breaches, ensuring that Social Security numbers, diagnoses, and payment information never leave our secure environment.
- • Process e-statement requests, refund paperwork, and insurance re-bills with the same urgency you would want for your own family member—because behind every account number is a real person.
- • Embrace continuous learning through monthly micro-certifications on topics such as Medicare Bad Debt, High-Deductible Health Plans, and Behavioral Health parity rules, keeping your expertise razor-sharp in a landscape that changes daily.
- • Celebrate victories big and small in our virtual huddle channel—whether it’s a $25 payment plan that keeps a single mom out of collections or a $50 k charity-care approval that erases a cancer patient’s entire balance.
- • Represent TruBridge at external virtual career fairs and community webinars, sharing your story to inspire the next generation of remote patient advocates who believe healthcare should be human.
🎯 Requirements
- • High-school diploma or equivalent; one or more years of phone-based customer service experience in a remote setting strongly preferred
- • Demonstrated ability to meet or exceed quantitative metrics (call volume, QA scores, AHT) while delivering empathetic, detail-oriented service
- • Tech-savvy: comfortable toggling between multiple web-based systems (CRM, payment portals, insurance eligibility tools) without losing the human connection
- • Exceptional written and verbal communication skills—clear, concise, and compassionate—tailored to audiences ranging from teenagers to seniors
- • Independent self-starter who thrives in a fully remote environment yet actively collaborates with teammates across time zones
🏖️ Benefits
- • 100 % remote work with flexible scheduling that honors your life outside of work
- • Robust benefits package including 401(k) with company match, medical, dental, and vision coverage starting day one
- • Generous PTO plus 10 paid holidays annually and paid parental leave so you can recharge and be present for life’s milestones
- • Employer-paid short-term disability and life insurance, because your well-being matters as much as the patients we serve
Skills & Technologies
Remote
About TruBridge
TruBridge is a healthcare solutions company that provides comprehensive revenue cycle management, electronic health record (EHR), and various technology and services designed to enhance the financial and operational health of healthcare organizations. Serving rural, critical access, and community hospitals, as well as ambulatory clinics and providers across the U.S., TruBridge empowers clients to simplify workflows, improve financial outcomes, and deliver better patient care. With over 45 years of healthcare experience and trusted by more than 1,500 clients, the company focuses on creating stronger communities by ensuring healthcare organizations remain independent and financially stable. They specialize in tailoring solutions to unique client needs, clearing the way for care.
