Albany Medical Center
Department/Unit: AMHS - Self Pay Billing Office
Work Shift: Day (United States of America)
Salary Range: $40,495.10 - $52,643.64
The SBO Customer Service Billing Associate is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125+ practice locations. The department is responsible for $65-70M in total Self-Pay AR. The Customer Service Billing Associate is the primary point of contact for customer/patient inquiries, receiving in excess of 100 calls per day. This position collects payments, assists with insurance inquiries, provides account status, and will elevate calls to management as needed. This role requires professional communication, accuracy, and problem‑solving skills.
Essential Duties and Responsibilities
Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
Assist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
Maintain strong listening skills; ability to de‑escalate in difficult or emotional customer interactions
Review credit balances; process refund requests
Accurately update, add, or remove patient insurance and demographic information to ensure up‑to‑date records and seamless billing processes and identify root causes of data discrepancies
Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross‑functional collaboration
Meet daily/weekly productivity standards with acceptable QA results
Manage a cash drawer as needed
Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
Perform cross‑functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution
Additional responsibilities as required
Qualifications
High School Diploma/G.E.D. - required
Associate’s Degree - preferred
1–2 years of relevant customer service or support experience - preferred
Proven capability to self‑manage and take initiative in completing assignments with accountability
Excellent verbal and written communication
Strong attention to detail; ability to follow processes accurately
Basic understanding of relevant financial/billing terms
Effectively defuse high‑stress customer interactions to achieve positive outcomes
Familiarity with CRM or customer support software
Ability to manage time effectively and complete multiple tasks timely
Some medical terminology knowledge
Equivalent combination of relevant education and experience may be substituted as appropriate.
Physical Demands
Standing - Occasionally
Walking - Occasionally
Sitting - Constantly
Lifting - Rarely
Carrying - Rarely
Pushing - Rarely
Pulling - Rarely
Climbing - Rarely
Balancing - Rarely
Stooping - Rarely
Kneeling - Rarely
Crouching - Rarely
Crawling - Rarely
Reaching - Rarely
Handling - Occasionally
Grasping - Occasionally
Feeling - Rarely
Talking - Constantly
Hearing - Constantly
Repetitive Motions - Frequently
Eye/Hand/Foot Coordination - Frequently
Working Conditions
Extreme cold - Rarely
Extreme heat - Rarely
Humidity - Rarely
Wet - Rarely
Noise - Occasionally
Hazards - Rarely
Temperature Change - Rarely
Atmospheric Conditions - Rarely
Vibration - Rarely
Thank you for your interest in Albany Medical Center!
Albany Medical Center is an equal opportunity employer.
This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
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Work Shift: Day (United States of America)
Salary Range: $40,495.10 - $52,643.64
The SBO Customer Service Billing Associate is responsible for providing customer service to patients and families who have received services at any of the five main campus locations within the Albany Med Health System including 125+ practice locations. The department is responsible for $65-70M in total Self-Pay AR. The Customer Service Billing Associate is the primary point of contact for customer/patient inquiries, receiving in excess of 100 calls per day. This position collects payments, assists with insurance inquiries, provides account status, and will elevate calls to management as needed. This role requires professional communication, accuracy, and problem‑solving skills.
Essential Duties and Responsibilities
Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries, including those related to CRM systems—to ensure accurate and timely support
Assist patients in reviewing and selecting appropriate payment plan options within the Albany Med Health System guidelines, including guidance on available Financial Aid programs
Maintain strong listening skills; ability to de‑escalate in difficult or emotional customer interactions
Review credit balances; process refund requests
Accurately update, add, or remove patient insurance and demographic information to ensure up‑to‑date records and seamless billing processes and identify root causes of data discrepancies
Manage assigned work queues and perform intradepartmental workflow tasks as needed to support efficient operations and cross‑functional collaboration
Meet daily/weekly productivity standards with acceptable QA results
Manage a cash drawer as needed
Process attorney, internal, bankruptcy, and insurer requests in accordance with organizational policies and regulatory requirements
Perform cross‑functional coordination with billing, legal, and insurance teams to ensure accurate processing and issue resolution
Additional responsibilities as required
Qualifications
High School Diploma/G.E.D. - required
Associate’s Degree - preferred
1–2 years of relevant customer service or support experience - preferred
Proven capability to self‑manage and take initiative in completing assignments with accountability
Excellent verbal and written communication
Strong attention to detail; ability to follow processes accurately
Basic understanding of relevant financial/billing terms
Effectively defuse high‑stress customer interactions to achieve positive outcomes
Familiarity with CRM or customer support software
Ability to manage time effectively and complete multiple tasks timely
Some medical terminology knowledge
Equivalent combination of relevant education and experience may be substituted as appropriate.
Physical Demands
Standing - Occasionally
Walking - Occasionally
Sitting - Constantly
Lifting - Rarely
Carrying - Rarely
Pushing - Rarely
Pulling - Rarely
Climbing - Rarely
Balancing - Rarely
Stooping - Rarely
Kneeling - Rarely
Crouching - Rarely
Crawling - Rarely
Reaching - Rarely
Handling - Occasionally
Grasping - Occasionally
Feeling - Rarely
Talking - Constantly
Hearing - Constantly
Repetitive Motions - Frequently
Eye/Hand/Foot Coordination - Frequently
Working Conditions
Extreme cold - Rarely
Extreme heat - Rarely
Humidity - Rarely
Wet - Rarely
Noise - Occasionally
Hazards - Rarely
Temperature Change - Rarely
Atmospheric Conditions - Rarely
Vibration - Rarely
Thank you for your interest in Albany Medical Center!
Albany Medical Center is an equal opportunity employer.
This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
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