Sr Rev Cycle Cust Svc Rep

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Position Details

Department: CORP | Family Finance
Location: Telecommuting
Shift: Mon-Fri, Days, 8am-4:30pm
Category: Patient Financial Services
Posting #: 1073102
Employee Type: Full-Time

Position Summary

Posting Note: Arizona residents only!
*Some onsite travel is required for training and meetings.*

Your expertise. Our mission. A meaningful difference for families. Bring your healthcare billing and customer service experience to Phoenix Children’s Revenue Cycle Customer Service team—where compassion, collaboration, and family-centered care guide the work you do.
Help families feel supported when billing gets complicated. You’ll resolve escalated billing and insurance concerns, partner with teams to find answers, and share your expertise to improve the family experience.

What you’ll need:
High school diploma or equivalent and 3+ years in healthcare customer service, patient financial services, or hospital billing.
Advanced insurance knowledge and strong problem-solving and escalation-management skills.
High-volume inbound call center experience with clear, empathetic communication.
Ability to navigate electronic medical records, billing, and document management systems while documenting accurately in real time.
Strong computer skills, attention to detail, adaptability, and commitment to confidentiality and billing compliance.
Preferred: Bilingual skills.

Make your next career move matter. Join Phoenix Children’s and help make the financial side of care easier for children and families. Apply today!
Training will be onsite before moving remotely

The Revenue Cycle Customer Service Representative Senior provides advanced support for the hospital’s patient financial experience by resolving complex and escalated billing issues, serving as a subject matter resource, and coordinating cross-functional resolution efforts. This role applies deep knowledge of billing processes, exercises independent judgment, and supports quality, training, and continuous improvement initiatives. All duties and responsibilities are performed in a manner consistent with and supportive of the values of Phoenix Children’s Hospital and its family-centered care model.

Position Duties

  • Patient & Family Billing Support and Account Resolution
    Serves as an escalation point for complex, high-risk, or sensitive billing concerns

    Resolves advanced account issues involving denials, complaints, appeals, or financial hardship

    Communicates clearly and empathetically with families regarding complex financial situations
  • Billing Research, Issue Investigation, and Escalation Support
    Conducts in-depth account analysis and root-cause investigations

    Collaborates with management to solve complex challenges as needed

    Coordinates with payers and internal departments to resolve issues

    Supports complaint resolution, formal escalations, and leadership inquiries
  • Revenue Integrity, Financial Assistance, and Payment Processing
    Ensures billing accuracy and compliance across assigned and escalated accounts

    Provides advanced guidance on financial assistance policies and referrals

    Supports audit readiness and issues prevention efforts
  • Productivity, Quality, and Documentation Standards
    Maintains high quality and compliance standards across all account actions

    Models best practices for documentation, workflow adherence, and customer service
  • Knowledge Maintenance, and Continuous Improvement
    Serves as a subject matter resource for peers and leadership

    Identifies systemic issues and recommends process improvements
  • Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.

Education

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. High school diploma or equivalent
Required

Experience

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Minimum of three (3) years of experience in healthcare customer service, patient financial services, or hospital billing
Required
2. Advanced understanding of insurance concepts (e.g., deductibles, copays, coinsurance, EOBs)
Required
3. Strong problem-solving and escalation management skills
Required
4. Knowledge of EMR and document management systems
Required
5. Ability to navigate multiple systems (EHR/patient accounting, portal/CRM/ticketing tools) while documenting interactions in real time
Required
6. Proficiency with computers and standard office applications; ability to work in a fast-paced, phone- and computer-based environment
Required
7. Experience working in a high-paced phone call center environment with the ability to manage a high volume of inbound calls while maintaining professionalism, accuracy, and empathy
Required

Special Skills

 Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement?
1. Bilingual skills
Preferred
2. Family-centered service and communication
Required
3. Attention to detail and documentation accuracy
Required
4. Problem solving and escalation judgment
Required
5. Time management and adaptability
Required
6. Confidentiality and professionalism
Required
7. Follow any payer or governmental requirement as required by organization
Required

Physical Requirements & Occupational Exposure/Risk Potential

1. Physical Requirement - Feeling (sensing textures and temperatures) - Occasionally
2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Frequently
3. Physical Requirement - Hearing - Constantly
4. Physical Requirement - Pushing/pulling - Occasionally
5. Physical Requirement - Reaching - Frequently
6. Physical Requirement - Sitting - Constantly
7. Physical Requirement - Standing - Occasionally
8. Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally
9. Physical Requirement - Talking - Constantly
10. Physical Requirement - Tasting/smelling - Occasionally
11. Physical Requirement - Walking - Occasionally
12. Physical Requirement - Near Vision - Constantly
13. Physical Requirement - Far Vision - Frequently
14. Physical Requirement - Color Discrimination - Frequently
15. Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly
16. Physical Requirement - Lift up to 35 pounds without assistance - Occasionally
17. Physical Requirement - Lift more than 35 pounds without assistance - Occasionally
18. Occupational Exposure/Risk Potential - Inside office environment - Applicable
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply