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Customer Care Associate Job Description

Position Summary

The Customer Care Associate supports Revenue Support by documenting customer and internal requests, reviewing medical/dental explanation of benefits (EOB)/electronic remittance advice (ERA) and billing-related information, tracking follow-up, and routing issues to the right owner. This role keeps revenue support work organized, visible, and moving forward through accurate documentation, clear communication, intermediate Excel use, and effective navigation of healthcare billing platforms.

Qualifications

Required

• Minimum of 2 years of experience working with medical Explanation of Benefits (EOB) documents, healthcare billing support, payer follow-up, revenue cycle support, or related healthcare operations.
• Intermediate Microsoft Excel skills, including the ability to sort, filter, organize, review, and summarize data accurately.
• Ability to navigate at least one major healthcare billing platform, such as Epic, eClinicalWorks, athenahealth, or Intergy.
• Strong written and verbal communication skills, with the ability to document issues, status updates, and next steps clearly.
• Strong organization, follow-through, and attention to detail while managing multiple priorities and deadlines.
• Ability to work independently, complete assigned tasks on time, and escalate questions, risks, or unresolved issues appropriately.
• Proficiency with Microsoft Office and ability to learn internal systems, customer support tools, and workflow platforms.

Preferred

• Experience in healthcare IT, payer support, enrollment, credentialing, EDI, or customer support.
• Familiarity with CRM, ticketing, helpdesk, or workflow management systems.
• Experience preparing customer call materials, documenting meeting notes, tracking action items, or coordinating follow-up across teams.

Key Responsibilities and Expected Performance Outcomes

Key Responsibilities

• Review assigned customer and internal requests, document the issue clearly, and identify the next step needed to move work forward.
• Respond to customer and internal inquiries with timely, professional, and accurate communication.
• Review medical EOB and billing-related information to support accurate documentation, routing, and follow-up.
• Prepare customer call agendas, organize discussion items, and document notes, action items, owners, and next steps.
• Track assigned follow-up items through completion and escalate delays, missing information, unclear ownership, or unresolved issues promptly.
• Maintain accurate records in the appropriate systems so requests, status updates, decisions, and follow-up needs are easy to locate and understand.
• Route Revenue Support-related items to the correct internal owner based on established processes and escalation pathways.
• Escalate complex issues involving payer setup, enrollment, credentialing, EDI connectivity, platform access, or unresolved customer support needs with clear context.
• Use Excel and workflow tools to organize, review, and summarize customer support and revenue-related information.
• Build working knowledge of Visualutions products, customer support processes, healthcare billing platforms, and Revenue Support workflows.

Expected Performance Outcomes

• Customer and internal requests are documented accurately, routed appropriately, and followed through to completion or escalation.
• EOB and billing-related details are captured with enough context to support effective review and resolution.
• Customer calls and internal meetings have clear agendas, notes, action items, owners, and next steps.
• Follow-up items remain visible, organized, and current so delays and unresolved issues are surfaced early.
• Revenue Support issues are escalated with clear facts, supporting details, and appropriate urgency.
• Records, notes, and status updates are accurate, organized, and easy for others to understand.
• Work supports predictable revenue-related workflows by improving visibility, follow-through, and issue routing.
• The role demonstrates dependable communication, accurate documentation, timely follow-up, and sound judgment in daily work.

Core Competencies (Required for All Employees)

• Critical Thinking: Reviews customer questions, medical EOB details, billing information, and issue documentation to determine what can be resolved, what needs more information, and what should be escalated.
• Interpersonal Skills: Communicates clearly and professionally with customers, peers, and internal teams while building trust through responsiveness and follow-through.
• Organizing and Planning: Manages agendas, notes, action items, billing details, and follow-up tasks so work remains organized, visible, and on track.
• Production: Completes assigned support work accurately and within expected time frames while balancing competing priorities.
• Dependability: Follows through on commitments, protects confidential information, communicates delays early, and escalates unresolved issues appropriately.
• Quality Focus: Maintains accurate documentation, clear status updates, and consistent follow-up to reduce confusion, rework, and preventable delays.