Who We Are

Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking.

How We Work:

• East Coast Alignment: Our core operational and collaboration hours follow the Eastern Time Zone (ET), keeping our workflows synchronized with our primary clients and systems.

Why Join Us?

• Mission-Driven Work: You are the "bridge" ensuring technology serves health systems and their patients when they need it most.
• Autonomy & Ownership: We trust you. You’ll lead projects, define success, and manage complexities with total support.
• A Culture of Innovation: Have a fresh perspective? We want it. We encourage risk-taking and continuous improvement.
• Continuous Growth: We fuel your "restless curiosity" with opportunities to expand your skillset and mentor others.

Job Requistion:

Work Arrangement: Remote

Compensation Range: $17.55 - $27.39 per hour

The Role / Your Mission:

The Customer Service Collector supports organizational revenue cycle performance by achieving timely resolution of patient financial accounts, delivering exceptional patient financial experience, and maintaining accurate account documentation. This role serves as a key resource for patients and guarantors, helping them understand financial obligations, insurance coverage, payment options, and available assistance programs. Success is measured through achievement of collection, productivity, quality, compliance, and patient satisfaction goals while ensuring accurate account maintenance and regulatory compliance.

What You'll Do Day-to-Day:

Patient Financial Resolution

• Achieve timely collection and resolution of outstanding patient balances through proactive patient and guarantor outreach.

• Establish and manage payment plans and settlement arrangements that support patient affordability and organizational collection objectives.

• Review accounts to identify discrepancies, research billing issues, and facilitate timely resolution.

• Escalate unresolved or complex account issues through appropriate channels to support efficient account resolution.

Patient Experience & Customer Service

• Serve as the primary point of contact for patient and guarantor inquiries regarding billing, insurance, payment options, and financial assistance programs.

• Provide accurate, clear, and compassionate explanations of charges, coverage, and financial responsibilities.

• Resolve patient concerns and complaints professionally and empathetically to promote a positive patient experience.

• Assist patients in navigating healthcare financial processes and available resources.

Documentation & Compliance

• Maintain complete, accurate, and timely documentation of patient interactions, payment activity, and account updates within patient accounting systems.

• Ensure compliance with organizational policies, HIPAA requirements, and applicable federal and state regulations.

• Support account accuracy, audit readiness, and data integrity through effective record management.

Cross-Functional Collaboration

• Partner with Patient Access, Billing, Revenue Cycle, and other departments to resolve account issues and improve financial outcomes.

• Collaborate with internal stakeholders to ensure accurate patient information and support claim resolution activities.

• Contribute to operational improvements that enhance revenue cycle performance and patient satisfaction.

Performance & Professional Development

• Meet established performance expectations related to collections, productivity, quality, compliance, and customer service.

• Maintain current knowledge of healthcare billing regulations, insurance requirements, and financial assistance programs.

• Participate in training and development activities to ensure continued competency and compliance.

• Perform other duties as assigned in support of departmental and organizational objectives.

Who You Are & What You’ll Bring:

• Strong customer service skills with the ability to build trust and deliver a positive patient experience.

• Effective verbal and written communication skills, including the ability to explain complex financial information in a clear and empathetic manner.

• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

• Demonstrated problem-solving, negotiation, and conflict-resolution abilities.

• Ability to remain calm, professional, and compassionate during challenging interactions.

• Knowledge of healthcare billing, insurance processes, patient collections, and revenue cycle operations.

• Proficiency with healthcare billing systems, customer service applications, and Microsoft Office products.

• Understanding of HIPAA regulations and patient confidentiality requirements.

• Commitment to accountability, performance excellence, collaboration, and inclusion.

• Epic experience preferred.

Education:

High School Diploma or GED is required.

Preferred:

Experience with Epic or other healthcare revenue cycle systems.

Certifications:

Billing and Coding certification is preferred.

Proven Track Record:

Three (3) years of billing experience in an acute healthcare environment; or Associate Degree and one (1) to two (2) years of billing experience in an acute healthcare environment is preferred.

Physical Readiness:

Ability to perform the essential functions of the position with or without reasonable accommodation.

Travel Requirements:

Minimal, less than 10%

About Xtensys Connected Health Solutions

We are new but mighty. Xtensys, a recently established managed service provider, delivers cutting-edge technology to health systems, starting in NY and expanding beyond. Owned by two industry leaders focused on innovation in rural and community health, we are rapidly growing with several major initiatives underway. We seek talented professionals to join our team of 500 and support our exciting journey. We value people and are building a culture to match. If you're a collaborative, innovative, and strategic leader, we’d love to talk.