Business Office Representative

University - Charlotte, NC 28262

Why Join CEENTA?

CEENTA is the premier eye, ear, nose, and throat group in the Carolinas. You'll join a supportive, mission-driven team committed to providing exceptional patient care, ethical healthcare practices, and a collaborative work environment.

CEENTA is seeking a professional, detail-oriented Business Office Representative to serve as a front-line resource for patients with billing-related questions. This position is based in a high-volume call center environment where representatives spend the majority of the day handling inbound calls from patients and internal staff. This role is essential to ensuring patients receive courteous, timely, and accurate support while gaining a clear understanding of their accounts.

This position begins as fully on-site and offers the opportunity to transition to a hybrid schedule after six months of successful employment.

What You Will Do

• Answer a high volume of incoming calls to the Business Office with urgency, professionalism, and empathy.
• Assist patients with questions regarding balances, statements, insurance, and payments.
• Research patient accounts thoroughly to resolve billing concerns accurately.
• Communicate with internal teams using Epic, In Basket messaging, email, and other channels to ensure timely resolution.
• Manage accounts receivable by accepting and accurately processing patient payments.
• Document all patient interactions, inquiries, actions taken, and outcomes in detail.
• Work assigned account queues, including duplicate charges, credits, merged accounts, returned mail, and bankruptcy cases.
• Respond to emails, faxes, and communications from patients and internal CEENTA locations.
• Demonstrate confidentiality, professionalism, and adherence to CEENTA policies at all times.
• Maintain reliable attendance and the ability to work effectively in a fast-paced call center environment.

A Typical Day

You'll spend your day in a call center setting, managing a high volume of inbound calls from patients and CEENTA locations regarding billing, insurance, payments, and account-related concerns. Representatives are expected to efficiently navigate multiple systems, research accounts, process payments, document interactions in Epic, and communicate with internal departments while maintaining exceptional customer service.

Success in this role requires strong multitasking skills, attention to detail, professionalism, and the ability to remain composed in a fast-paced environment. You play a key role in ensuring patients feel supported, informed, and respected during every interaction.

Schedule

• Monday-Friday, 8:00 a.m. - 5:00 p.m.
• Full-time, non-exempt position
• On-site for the first six (6) months of employment for training and onboarding
• Eligible for a hybrid work arrangement after successful completion of the six-month introductory period, based on performance, attendance, and departmental needs

Important Information About This Role

This is not a traditional office administrative role. This position operates in a call center environment where team members are expected to spend most of their day answering incoming calls, researching accounts, and assisting patients with billing-related inquiries. The position is fully on-site during the initial six-month training period and may transition to a hybrid schedule thereafter based on job performance, attendance, and business needs.

Qualifications

What You'll Bring

• High school diploma or equivalent, required.
• 2-4 years of healthcare experience, required.
• Previous experience in a call center, contact center, business office, or other high-volume customer service environment preferred.
• Experience with Epic EMR, preferred.
• Ability to interpret Explanation of Benefits (EOBs).
• Strong written and verbal communication skills with a professional, courteous tone.
• Excellent attention to detail and follow-up skills.
• Ability to multitask, make quick decisions, and work effectively under pressure.
• Comfortable handling a high volume of inbound calls throughout the workday while maintaining quality and productivity standards.
• Professional demeanor with sensitivity and discretion when working with patients.