Job Title Resolution Specialist - Customer Service
Location Lafayette, LA
Department Corporate / Administrative & Support
FLSA Status Non-Exempt
Shifts hiring Full-time

ACS has an immediate opening for a Resolution Specialist - Customer Service.  This position is located at our Kaliste Saloom office.

The Resolution Specialist - Customer Service is responsible for monitoring daily call operations on CSR availability, complaint and inquiry resolution and related subjects, including other unit-specific needs.


  • Mission Critical role to provide on-call support M-F 8am-5pm CST to the department by responding to inquiries of patients, facilities, field staff, former employees, collection agencies, leadership, and administrators regarding complaints, payment negotiations, billing, and other issues.
  • Analyze, monitor, and investigate complaints or inquiries, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution..
  • Maintain detail information on customers inquiries, complaints or comments
  • Support the Self Pay Collectors and Customer Service Reps on escalated calls from customers, insurance companies, facilities, etc
  • Build sustainable relationships and trust with internal and external customer accounts through open and interactive communication
  • Investigate and resolve identity theft, never been transported, and medical necessity cases, etc.
  • Complete daily reports such as daily phone status and collection reports; Archived Person reports and Archived Person Invoice Activity reports. Submit unarchive requests as necessary
  • Work closely with leadership with daily operations on CSR availability, complaint resolution and related subjects
  • Phone coverage assistance as needed on live call tree
  • Other duties and responsibilities, as assigned 


  • 5+  years of Medicare, Medicaid and/or Insurance Billing experience required, or 
  • Bachelor’s Degree and 3+ years of Billing experience including ICD-10 coding
  • Proficient in Google, MS Office Suite or related software 
  • Understands HIPAA and Red Flag guidelines
  • Problem-solving abilities
  • Excellent communication and customer relation skills
  • Familiarity with the Centers for Medicare & Medicaid Services regulations (ambulance)
  • Demonstrate a strong work ethic and work independently
  • Possess strong organizational skills
  • Punctual with strong attendance history
  • Ability to adhere to productivity goals, departmental and company guidelines, dress code, policy and procedures
  • Excellent interpersonal skills and time management
  • Maintain highest level of confidentiality


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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