Customer Service Associate, Incoming Call Center

Duke Careers

Customer Service Associate handling inbound patient billing inquiries for Duke Health. Resolving billing-related issues and providing excellent customer service in a call center environment.

Posted 4/29/2026full-timeRemote • North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Answer and resolve all inbound inquiries and issues regarding patient account statements, bad debt write off's, explanation of benefits, balance due, and other patient and insurance billing related scenarios.
Analyze the patient's problem or issue that is presented by collecting information and data and conducting thorough research of the IDX patient accounting systems, Hyland OnBase for documents that may have been imaged (EOBs, statements, admitting documentation, patient correspondence, etc.), Passport or Blue E for eligibility, researching payor websites and/or contacting the payor if needed.
Follow through on all customer issues promptly and accurately until completion.
Communicate with the patient, physicians, collection agency, internal departments and all other internal and external customers in a professional, courteous, and respectful manner.
Research EOBs and payment detail to determine if a patient refund is necessary or determine the nature of the credit balance.
Validate that charges are correct and request medical review and audit when necessary.
Produce itemized statements. Mail and provide itemized statements to patients when requested.

Requirements

What you’ll need

A minimum of three years direct customer service or call center preferred.
operations experience is required.
A healthcare background working in medical billing, collections, insurance claims processing, coding, registration, working in a medical organization, or like experience in the fields of education, training, training development, is highly preferred.
Inbound to outbound call center experience preferred.
Working knowledge of Maestro Care system preferred.
Two-year college degree preferred.

Benefits

Comp & perks

Health insurance
Paid time off
Professional development opportunities
Flexible working hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

medical billingcollectionsinsurance claims processingcodingregistrationdata analysiscustomer serviceproblem resolutionaudititemized statements

Soft Skills

communicationprofessionalismcourtesyrespectresearchfollow-throughinterpersonal skillsattention to detailorganizational skillscustomer relations