Duke University Health System · 13 hours ago
Customer Service Associate - Payor Relations
Durham, NC
Full-time
Onsite
Mid Level
4+ years expDuke University Health System is committed to compassionate care that changes the lives of patients and their communities. The Customer Service Associate in Payor Relations serves as a centralized point of control for payer-related communications and is responsible for managing escalations, tracking submissions, and maintaining documentation related to the revenue cycle.
HealthcareHealth CareMedical
Responsibilities
Escalation, Payer Research 85%
Act as the primary internal gatekeeper for our Payer Relations Escalation Submission Site from our internal stakeholders
Review submissions for accurate documentation so analysts can properly work on the case
Send requests for additional information when necessary
Will manage the group email box making sure communications reach the payer relations analyst
Track all escalations submitted through the press site making sure the right documentation is received to follow up on requests
Research payer policies for updates to make sure any new or emerging changes for commercial and federal payers
Take notes during meetings making sure all takeaways are documented
Making sure all key stakeholders are added to meetings
Develop spreadsheets for proper documentation for any research or escalations that come up
General 15%
Develop and maintain documentation summarizing workflow processes and operating policy & procedure for all functions relating to CSA position
Develop and maintain a working and effective knowledge of all functions performed by team
Develop and maintain a working knowledge of relevant payor billing requirements and reimbursement regulations and insurance plans
Develop and maintain a working knowledge of all core systems (Maestro Care) and ancillary systems (Availity, Hyland, payor-specific portals, etc.) utilized by team
Develop and maintain complete understanding of all operational policies and procedures relevant to team
Develop and maintain working and proficient knowledge of personal computer software required for fulfilling responsibilities, including Outlook, Excel reporting, Word processing, Visio flowchart, PowerPoint presentation, ServiceNow Change Controls, I-forms, and API/PTO
Qualification
Required
High School Diploma
Minimum of four years of applicable Healthcare experience
Previous experience successfully managing complex projects involving multiple stakeholders with a consistent track record of delivering on time, or high-quality results preferred
A Bachelors' degree in a related field can substitute two years of experience on a 1:1 basis
Analytical and problem-solving skills
Strong organizational skills with the ability to multi-task and follow through on outstanding issues
Strong computer skills with knowledge of MS Word, MS Excel and e-mail
Excellent interpersonal skills with the ability to communicate effectively both orally and in writing
Ability to work well with others - strong teamwork skills
Company
Duke University Health System
World-class academic and health care system
10001+ employees
H1B Sponsorship
Duke University Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (39)
2024 (30)
2023 (17)
2022 (24)
2021 (12)
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Chernelle Jones
Special Events Coordinator for: Exec. Vice Pres. Health Affairs, CEO of DUHS, & Dean, School of Med.
Dan Bruno
Chief of Staff and Chief Operating Officer, Duke Health Technology Solutions
Recent News
The Philadelphia Inquirer
2025-11-27
2025-10-09
2025-10-02
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