Customer Service & Revenue Cycle Representative

Position: Part-Time (1:30pm – 5:30pm PST, Monday-Friday) Reports to: Vice President, Market Access & Reimbursement Location: Remote Position Summary: We are an early-stage, growing diagnostic laboratory seeking a reliable, detail-oriented Customer Service & Revenue Cycle Representative to support patient communications, billing, and operational coordination during afternoon hours in the Pacific Time Zone. As our organization grows, our systems, processes, and workflows continue to evolve. We are looking for someone who is organized, solutions-focused, adaptable, and eager to learn, with the ability to balance consistent execution with flexibility as processes improve. The ideal candidate follows established Standard Operating Procedures (SOPs), approved communication scripts, and workflows while incorporating updates as they are introduced. They maintain accurate documentation, exercise sound judgment, identify potential process improvements, and escalate issues that fall outside established procedures. Patient privacy and confidentiality are essential. The representative must follow HIPAA requirements and applicable privacy and security policies when handling protected health information (PHI), communicating with patients and providers, and documenting interactions. Equally important is the ability to communicate with empathy, patience, and professionalism, particularly when discussing healthcare costs, billing, payment collection, or financial concerns. The representative should approach sensitive conversations without judgment, explain information clearly, and balance a supportive patient experience with established policies and procedures. Key Responsibilities: Patient & Provider Communications Triage incoming calls from patients and clinicians, assess needs, and route inquiries to the appropriate team. Respond to billing and insurance questions, explain patient financial responsibility, discuss payment options, and facilitate financial assistance requests. Contact patients regarding out-of-pocket costs above established thresholds and outstanding balances, following approved scripts and billing policies. Payment Processing: Process patient payments and support payment arrangements in accordance with established policies. Order Intake and Processing Review and process incoming orders to ensure all required information is complete and accurate. Communicate with provider offices to resolve discrepancies or missing details. Process documentation upon specimen receipt, verify that patient consent forms are properly completed and signed, and follow up with patients to obtain missing consents as needed. Phlebotomy Scheduling Liaison Coordinate with external phlebotomy vendor to schedule and confirm patient appointments, ensuring accurate and timely communication between all parties. Documentation & Workflow Management Maintain accurate, timely Salesforce documentation of patient communications, order status, and follow-up activities. Monitor pending orders, missing documentation, outstanding consents, and scheduling issues to prevent delays. Escalate time-sensitive, unresolved, or out-of-scope issues to the appropriate team Team Collaboration Partner closely with fellow customer service, sales team members, and laboratory staff to ensure clear, consistent communication and seamless coordination on cases handled by multiple representatives. Qualifications: Excellent phone etiquette and verbal and written communication skills. Strong organizational skills, attention to detail, and follow-through. Professionalism and discretion when handling confidential patient information. Empathy and sound judgment when navigating sensitive patient or financial conversations. Ability to follow established procedures while adapting to updated workflows and guidance. Customer service, billing, revenue cycle, healthcare, or laboratory experience is a plus. Familiarity with Salesforce is a plus. Bilingual proficiency, particularly in Spanish and English, is a plus. Availability during afternoon hours in the Pacific Time Zone; flexibility to take on additional hours periodically is preferred. We are an equal opportunity employer and welcome candidates from all backgrounds, races, genders, sexual orientations, religions, and abilities. We are committed to fostering an inclusive and diverse workplace.