Customer Service Specialist II

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: Job Summary *** PLEASE NOTE: This is a hybrid position, with work performed both remotely and onsite at 11 N Wren Drive, 4th Floor, Pittsburgh, Pennsylvania*** The Customer Service Specialist provides excellent customer service to patients, clients, providers, and facilities by resolving account-related concerns and supporting key revenue cycle activities. This role is responsible for payment posting, payment reconciliation, deposit handling, and assisting patients with cash-related issues for client on-site pay stations while maintaining accuracy, confidentiality, and compliance with established policies and procedures. Essential Duties and Responsibilities Provide excellent customer service to patients, clients, providers, and facilities by researching, troubleshooting, and resolving account-related concerns in a timely and professional manner. Post patient and guarantor payments accurately and reconcile posted payments with deposited amounts to ensure activity is complete, balanced, and properly documented. Receive deposits from Client’s providers and facilities; log deposits onto the designated spreadsheet and securely store them in the safe until pickup by the assigned banking service provider, such as Dunbar or another provider to be determined. Assist patients with cash-related issues for client on-site pay stations, including researching payment concerns, documenting account activity, and escalating issues as appropriate. Respond to patient questions regarding statements, balances, payment options, and account status while maintaining a courteous and patient-focused approach. Partner with internal departments, client contacts, and revenue cycle teams to resolve customer service issues, payment discrepancies, deposit questions, and account concerns. Review correspondence, account notes, reports, and payment-related work queues; take appropriate action and document accounts according to established procedures. Identify trends, missed collection opportunities, payment discrepancies, or workflow gaps that may impact the patient, client, or provider experience. Maintain confidentiality and adhere to Ensemble Health Partners policies, client procedures, cash-handling standards, and regulatory compliance requirements. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change or be assigned at any time with or without notice. Minimum Qualifications This position requires candidates to reside in or near Pittsburgh, PA, to support the hybrid work schedule. High school diploma or GED required. One to three years of healthcare revenue cycle, customer service, call center, payment posting, cashiering, or cash-handling experience preferred. Experience resolving patient account concerns, posting payments, reconciling deposits, and working with payment systems preferred. Certified Revenue Cycle Representative (CRCR) certification required within nine months of hire, if applicable. Knowledge, Skills, and Abilities Strong customer service, communication, and problem-resolution skills. Ability to research and resolve account issues with accuracy, urgency, and attention to detail. Knowledge of healthcare revenue cycle processes, patient balances, payment posting, collections, and reconciliation. Ability to handle cash, deposits, and confidential patient information in accordance with policy and compliance expectations. Strong organizational skills with the ability to collaborate effectively with internal teams and client contacts. Join an award-winning company Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 Innovation Work-Life Flexibility Leadership Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact . This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range. Employment Disclaimers – Ensemble