Wolcott, Wood and Taylor, Inc. ยท 3 hours ago
Bilingual Healthcare Self-Pay & Customer Service Representative
Chicago, IL
Contract
Hybrid
Entry, Mid Level
2+ years expWolcott, Wood and Taylor, Inc. is seeking a Bilingual Healthcare Self-Pay & Customer Service Representative to support their Single Billing Office. This role involves providing excellent customer service to patients, managing self-pay collections, and ensuring compliance with regulatory guidelines.
Health CareInsuranceProfessional Services
Responsibilities
Respond to inbound calls, emails, and written inquiries from patients regarding billing questions, statement explanations, and payment options
Clarify insurance coverage, update patient demographics, and explain outstanding balances or payment obligations
Resolve patient disputes with professionalism and empathy; conduct service recovery where necessary
Route and follow up on complex billing issues including coding disputes or provider charge questions
Make outbound calls to patients to follow up on self-pay balances, aged accounts, and defaulted payment plans
Set up and manage payment plans in Epic, including converting legacy account balances from McKesson or other systems
Negotiate prompt-pay discounts and settlements within department guidelines
Research and process returned mail by updating addresses and contact information
Collect payments securely over the phone and document activity to maintain compliance and transparency
Resubmit insurance claims and follow up on unpaid balances as needed
Review accounts for billing accuracy, insurance coverage, and contract compliance
Use multiple systems such as Epic, McKesson (HealthQuest), Cerner (PAM), Availity, Ecare, HealthPay24, and Medicare Connex for account management and research
Process bankruptcy notices, charity applications, and other account exceptions appropriately
Provide support to the SBO Customer Service team when needed
Qualification
Required
BILINGUAL REQUIRED
Strong communication skills
High emotional intelligence
Solid background in healthcare billing and collections
Understanding of insurance billing
Payment posting
Patient advocacy
Goal-oriented and empathetic approach
Working knowledge of Epic and other electronic billing systems (McKesson, Cerner, etc.)
Understanding of billing procedures, UB04 and HCFA 1500 forms, CPT/ICD/HCPCS/DRG codes
Strong understanding of self-pay workflows, insurance processes, and charity or discount policies
Familiarity with FDCPA, HIPAA, 501r, and Fair Patient Billing Act regulations
Ability to read and interpret Explanation of Benefits (EOBs) and patient account histories
Exceptional verbal and written communication skills with a patient-focused attitude
Critical thinking, time management, and organizational skills
Strong customer service skills with the ability to handle sensitive or difficult conversations
Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
High School Diploma or GED required
2-4 years of experience in a medical billing, collections, or healthcare customer service role
Demonstrated ability to analyze and resolve complex billing issues efficiently and compassionately
Preferred
Prior call center or hospital/professional billing environment experience strongly preferred
Bilingual Spanish-speaking is a plus
Company
Wolcott, Wood and Taylor, Inc.
Wolcott, Wood and Taylor, Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Steven Figge
Chief Operations Officer
Company data provided by crunchbase