Billing Clerk

Overview

The Billing Clerk is responsible for providing excellent customer service and billing support to all customers via phone, chat, email, and in-person interactions. This includes assisting with billing related tasks included but not limited to; processing refunds, preforming cash reconciliation, payments, Processing write-offs, structuring payment agreements, general billing related account maintenance and handling front desk duties such as assisting walk-in customers and managing deliveries.

Reports To: Customer Care Manager

Department: Customer Care

Job Status: Non-Exempt

Responsibilities:

Customer Interactions:

• Answer all incoming calls, live chat requests, and assist walk-in customers while providing excellent customer experience.
• Greet and assist walk-in customers with inquiries, payments, and account updates.
• Document and resolve issues raised by in-person visits, escalating to technical support or appropriate teams as needed.
• Preform outbound billing related calls.

Account Management:

• Manage billing related task queues and follow up with customers in a timely manner.
• Facilitate payment arrangements and document account details.
• Review past due/inactive accounts and notify customer care regarding treatment plan updates.
• Work with finance and accounting to write off uncollectible accounts.

Payment and Billing:

• Accept and process monthly payments from customers, including walk-ins.
• Review and update account statuses per established guidelines.
• Assist with daily payment posting and cash reconciliation.
• Process all returned credit card and check payments.
• Review and investigate unposted payments.
• Review all permanent disconnect accounts and process customer refunds (when required).
• Process daily treatment batches.

Front Desk Duties:

• Greet visitors and customers, ensuring a friendly and professional first impression.
• Manage deliveries by receiving, documenting, and ensuring the appropriate distribution of packages.
• Maintain a clean and organized front desk and lobby area.

Customer Engagement:

• Follow up with positive and negative survey respondents to address feedback and improve satisfaction.
• Interact with all customers in a calm, friendly, and professional manner, refraining from harsh or aggressive tones.

Administrative Tasks:

• Document and track all customer interactions, payments, and account updates accurately.
• Assist with other related duties as required by the Customer Care Manager.

Qualifications

• High school diploma or equivalent required
• 1-3 years of billing and accounts receivable experience required
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to handle in-person customer interactions in a professional and courteous manner.
• Previous experience in customer service or front desk roles is a plus.
• Prior experience in Customer billing or Accounts receivable role strongly preferred.