Billing Representative

Description JOB SUMMARY The Billing Department Representative is responsible for supporting clinics with billing-related inquiries, invoice questions, payment concerns, account balances, refunds, payment profiles, and general billing support. This role requires strong attention to detail, clear communication, and the ability to accurately document and resolve billing cases while following company policies and procedures.

DUTIES AND RESPONSABILITIES Clinic Support Respond to billing inquiries through Salesforce cases, daily phone calls and other approved communication channels. Provide clear and professional explanations regarding invoices, payments, outstanding balances, charges, credits, refunds, and account status. Invoice and Payment Support Review invoices, payment history, open balances, and account activity to assist clinics with billing questions.

Help identify discrepancies, payment issues, duplicate charges, missing payments, or account concerns and escalate when needed. Salesforce and Documentation Accurately document all billing communication, actions taken, and resolutions within Salesforce. Maintain clear case notes and ensure all follow-up items are completed in a timely manner.

Payment Profile Maintenance Assist with updating and maintaining clinic payment profiles, including credit card forms, ACH/EFT information, and billing contact details when applicable. Ensure payment information is handled with confidentiality and in accordance with company guidelines. Refunds, Credits, and Adjustments Review refund, credit, and adjustment requests according to company policy.

Gather supporting information, document the request properly, and escalate for approval when required. Collections and Account Holds Support the Billing team with follow-up on past-due balances, payment reminders, account holds, and payment plan communication. Provide accurate account information while maintaining professionalism and a customer-service approach.

Internal Collaboration Work closely with Billing leadership, Account Managers, Customer Service, Onboarding, Pricing, and other departments to resolve billing-related concerns and prevent delays for clinics.

Requirements

SKILLS & ABILITIES Strong written and verbal communication skills Excellent attention to detail Ability to research and resolve billing concerns Strong organizational and time-management skills Ability to handle high-volume cases and calls professionally Comfortable working with invoices, payments, balances, and account records Ability to follow policies and escalate appropriately Professional, patient, and solution-focused communication style Ability to work independently and as part of a team Experience using Salesforce, Life File, Google Sheets, Microsoft Office, or billing systems is strongly preferred.

EDUCATION

& EXPERIENCE Associate's degree required, or a minimum of three (3) years of relevant Accounts Receivable experience in lieu of a degree.