Job Overview
Location
Remote, USA
Job Type
Full-time
Category
Customer Support
Date Posted
March 15, 2026
Full Job Description
đź“‹ Description
- • As a Senior Customer Service Representative at R1 RCM Inc., you will be a vital link between patients and healthcare organizations, playing a crucial role in ensuring a positive and efficient patient experience. Your primary responsibility will be to manage patient inquiries, concerns, and questions with the utmost professionalism, confidentiality, and accuracy, directly impacting patient satisfaction and financial clarity.
- • You will be the first point of contact for patients, handling inbound and outbound calls with a strong emphasis on achieving first-call resolution. This involves actively listening to patient needs, thoroughly understanding their situation, and providing effective solutions within established company protocols and service level agreements.
- • A significant aspect of your role will involve managing patient accounts, including reviewing and interpreting patient statements, explaining Explanation of Benefits (EOBs), detailing account balances, and assisting with payment plan arrangements. This requires a keen eye for detail and the ability to translate complex financial and healthcare information into easily understandable terms for patients.
- • You will leverage your knowledge of healthcare industry terminology, including but not limited to primary care, provider roles, insurance benefits, HIPAA regulations, PCI compliance, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs, and authorization/referral processes. This expertise is essential for accurately addressing patient queries and resolving account issues.
- • A key component of this role is the proficient use of Electronic Medical Records (EMR) systems such as Epic, Cerner, Meditech, or similar platforms. You will navigate these systems to access patient information, document interactions, and facilitate account resolution, ensuring seamless data management and communication.
- • You will be expected to research information using a variety of available resources, including internal knowledge bases and FAQs, to quickly source accurate information in a fast-paced environment. This requires strong analytical and problem-solving skills, enabling you to find answers efficiently and effectively.
- • Beyond direct patient interaction, you will contribute to the continuous improvement of customer service processes by providing feedback on recurring issues and suggesting potential solutions. Your insights will help R1 RCM refine its services and enhance the overall patient journey.
- • The role demands excellent communication skills, both verbal and written, to interact clearly and empathetically with patients from diverse backgrounds. You will need to adapt your communication style to suit individual patient needs while maintaining a professional demeanor.
- • You will be part of a dynamic and evolving healthcare system, requiring a commitment to ongoing learning and professional development. R1 RCM provides comprehensive training and opportunities for growth, enabling you to stay abreast of industry changes and enhance your skill set.
- • Collaboration is key; you will work closely with internal teams, including billing, collections, and clinical staff, to ensure a coordinated approach to patient account resolution and satisfaction. This cross-functional teamwork is essential for tackling complex patient issues.
- • You will be responsible for adhering to all company policies and procedures, particularly those related to data privacy, security, and patient confidentiality, in compliance with HIPAA and other relevant regulations.
- • This position offers the opportunity to make a tangible difference in the lives of patients by helping them navigate the complexities of healthcare billing and payments, thereby reducing stress and improving their overall experience with the healthcare system.
- • You will be empowered to think boldly and contribute innovative ideas to enhance patient service delivery, reflecting R1 RCM's commitment to going beyond expectations in all aspects of its operations.
- • The role requires a proactive approach to problem-solving, anticipating potential patient issues and addressing them before they escalate, thereby minimizing disruptions and maximizing patient trust.
- • You will be expected to maintain high standards of performance, meeting or exceeding key performance indicators (KPIs) related to call handling time, resolution rates, patient satisfaction scores, and adherence to schedule.
- • This position is fully remote, offering the flexibility and convenience of working from home while contributing to a leading healthcare solutions provider.
🎯 Requirements
- • Minimum 1 year of experience in a healthcare call center environment.
- • Experience with medical claims/denials and insurance-related questions.
- • Proficiency with Electronic Medical Records (EMR) systems, such as Epic, Cerner, Meditech, or similar.
- • Strong understanding of healthcare industry terminology (e.g., HIPAA, EOBs, CPT & ICD-10 codes).
- • High school diploma or GED.
🏖️ Benefits
- • Comprehensive training and professional development opportunities.
- • Competitive benefits package.
- • Opportunity to work remotely.
- • Contribute to meaningful work that makes a difference in patient care.
- • Collaborative and supportive team environment.
Skills & Technologies
Go
Senior
Remote
About R1 RCM Inc.
R1 RCM Inc. provides technology-driven revenue cycle management services to hospitals, health systems, and physician groups across the United States. The company offers end-to-end solutions spanning patient registration, coding, billing, claims processing, denial management, and collections, supported by analytics, automation, and outsourced staffing. Its cloud-based platform integrates with electronic health records to improve cash flow, reduce administrative costs, and ensure compliance with evolving healthcare regulations, serving a diverse client base that includes large health systems and academic medical centers.
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