Customer Experience Specialist

Unified is a nationwide community of providers, operations specialists, and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities, and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.

How You Will Make an Impact: The RCM Customer Experience Specialist plays an integral part of the patient's financial journey, ensuring patients' billing inquiries and needs are resolved timely. This role involves providing exceptional customer service and facilitating a smooth transition for patients as they continue their treatment journey with CCRM Fertility. 

The Customer Experience Specialist is responsible for managing all inboxes for patient and onsite team member questions as it pertains to the billing procedures, collecting payments, providing necessary instructions, and facilitating a seamless financial journey. This role serves as a point of contact for patients, addressing inquiries and providing exceptional customer service during the billing process, and assisting inter-company customers with questions regarding insurance matters, current account status, and billing questions. The Customer Experience Specialist reports to the
RCM Customer Experience Manager.

• Respond to patient questions regarding their account; research self-pay and insurance account activity to provide accurate responses and required actions.
• Manage ticketing system with requests from onsite staff members for refunds, itemized receipts, and patients' requests for contact regarding billing.
• Triage all communications from patients and onsite team members regarding the level of billing review needed. 
• Complete patient billing procedures, including charge posting, payment posting, executing adjustments as appropriate, and special patient financial programs as needed for patient requests.
• Other duties as assigned.

• High School Diploma or GED required.
• 1+ year medical billing experience preferred.
• Previous experience in reproductive medicine or Women’s health preferred.
• Prior experience with Athena preferred.
• Ability to work weekends, evenings, and holidays, on a rotating basis.

We’re here for you—both personally and professionally.

Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.

Here’s a look at what we offer:

• Health Coverage

Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.

• Paid Time Off

                     Vacation, personal days, and paid holidays to help you recharge.

• Financial & Retirement Planning

401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).

• Income Protection

Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.

• Wellbeing Support

Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.

• Professional Development

     Opportunities and resources to support your career growth.