Customer Relations Associate

Are You E.P.I.C?!

Do you bring Empathy, Passion, Integrity, and Commitment to everything you do? If you’re someone who loves helping people, solving problems, staying organized, and making every customer interaction a positive one, you may be exactly who we’re looking for!

At HSS, we’re passionate about healthcare and the people we serve. As a Customer Relations Associate, you’ll be an important part of creating a positive experience for our patients and customers. You’ll be the friendly voice on the other end of the phone, helping answer questions, resolve billing concerns, process payments, and make sure customers feel supported every step of the way.

What You’ll Do:

• Be the First Point of Contact: Answer incoming calls, emails, and text messages and make sure customers are connected with the right person or department.
• Create a Great Customer Experience: Listen to questions and concerns, provide helpful answers, and work to resolve issues in a timely and professional manner.
• Guide Customers Through Billing: Help patients and customers understand their financial responsibilities, billing information, insurance questions, and available payment options.
• Keep Payments on Track: Process payments, set up payment plans, and follow up with customers regarding outstanding balances and open accounts.
• Manage Customer Accounts: Review accounts for accuracy, update information, establish patient responsibility, and make adjustments when needed.
• Follow Up & Investigate: Research account questions, returned mail, discrepancies, and other issues to help ensure accounts are accurate and up to date.
• Know When to Ask for Help: Identify billing or account concerns that need additional attention and communicate them to supervisors or senior team members.
• Keep Clear Records: Document customer interactions and account activity accurately in our patient and client database.
• Support Patients with Equipment: Provide basic guidance and troubleshooting support to help patients understand and properly use their equipment.
• Keep Things Moving: Complete administrative tasks such as uploading and filing documentation while helping the team stay organized and responsive.
• Work Together: Share account trends, recurring questions, and concerns with the appropriate team members to help improve the customer experience.
• Bring the E.P.I.C. Mindset: Show empathy, passion, integrity, and commitment in every interaction with our patients, customers, and teammates.

What You Bring:

• A People-First Attitude: You’re kind, friendly, professional, and genuinely enjoy helping others.
• A Problem-Solving Mindset: You’re proactive, resourceful, and comfortable researching questions and finding solutions.
• Organization Skills: You can manage multiple priorities, accounts, conversations, and follow-ups while staying on top of the details.
• Communication Skills: You communicate clearly and professionally, both verbally and in writing, and know how to make customers feel heard and supported.
• Attention to Detail: You’re comfortable reviewing account information, identifying discrepancies, and keeping records accurate and up to date.
• Team Spirit: You enjoy working with others and understand the importance of communication and collaboration.
• Adaptability: You’re comfortable learning new systems, processes, and technology and can adjust to changing priorities.
• Healthcare Experience: Experience in medical billing, medical reimbursement, healthcare, or medical office customer service is preferred.
• Technology Skills: Comfortable working with computers and Microsoft Office applications, including Outlook, Word, and Excel.
• Minimum Education: High School Diploma or GED required. Associate’s degree preferred.

What You Get - Benefits That Go Beyond the Basics:

• Comprehensive Health Coverage - Medical, Dental, and Vision insurance to keep you and your family well
• Future-Ready Retirement Plan - 401K with 3% company contribution after one year and 1,000 hours worked
• Time to Recharge - Generous PTO, Vacation and 9 Paid Holidays
• Extra Support When You Need It - Short Term Disability (optional), Company-Paid Long-Term Disability, and a Free Confidential Employee Assistance Program
• Education That Pays Off - Exclusive Tuition Reimbursement Program with Niagara University - save on master's degree programs
• Be Part of Something Bigger - Join an organization that values giving back through community programs

Compensation

• $19.00 - $21.00 per hour, depending on experience

Shift

• Monday - Friday, 8:30am to 5:00pm

Location

• Wheatfield, NY