Billing Customer Service Representatives

Requisition ID
Employment Type
Full Time
Physicians Billing System
Hours / Pay Period
Standard Hours
Monday - Friday (8:00 AM - 5:00 PM)
Facility / Process Level : Name
Mercy Medical Physician Practi


MercyOne Central Iowa operates four not-for-profit, Catholic medical centers in Des Moines, West Des Moines, Newton and Centerville and two specialty hospitals – MercyOne Children’s Hospital in Des Moines and MercyOne Rehabilitation Hospital in Clive (965 beds total)  –  along with more than 20 additional facilities that house more than 50 primary care, pediatric, internal medicine and specialty clinics. Founded by the Sisters of Mercy in 1893, MercyOne Central Iowa has the longest continually operating hospital in Des Moines and is also one of the largest employers in the state, with more than 7,000 employees and a medical staff of more than 1,000 physicians and allied health associates. MercyOne Central Iowa is a member of MercyOne, which was founded in 1998 through a collaboration between CommonSpirit Health and Trinity Health – two of the country’s foremost, not-for-profit Catholic health organizations. MercyOne has more than 20,000 colleagues in Iowa and surrounding states


MercyOne provides you with the same level of care you provide for others. We care about our employees' well-being and offer benefits that complement work/life balance.


We offer the following benefits to support you and your family:

  • Health/Dental/Vision Insurance
  • Flexible spending accounts
  • Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 
  • Free Premium Membership to with preloaded credits for children and/or dependent adults
  • Employee Assistance Program (EAP) for you and your family
  • Paid Time Off (PTO) 
  • Tuition Assistance for career growth and development
  • Matching 401(k) and 457(b) Retirement Programs
  • Wellness Program



Positions Available for our Physician Billing Office


We are looking to fill positions in the follow departments:

  • Billing (Billing Specialists)
  • Follow-up (Patient Account Rep II)
  • Customer Service (Patient Account Rep II)
  • Cash Posting (Patient Account Rep II)




Billing Specialist

  • Maintains accounts receivable, accurately codes and posts charges
  • Assists with insurance denials for correction and re-filing. Appropriately corresponds with follow-up team via practice management system.
  • Appropriately uses ICD-10 and CPT-4 codes.
  • Resolve routine patient billing inquiries and problems, handling follow-up questions from customer service team, resolving discrepancies or errors.
  • Works unassigned payment queues and reports.
  • Maintains functional knowledge of insurance terminology and ensures the accuracy of registration data.
  • Keeps abreast of insurance carrier rules and changes by participating in carrier specific and MCI education opportunities
  • Perform other duties as assigned.


Patient Account Rep II



  • Responsible for reviewing accounts for correct third-party billing as assigned.
  • Contacts insurance carriers, patients, and clinics to resolve claim issues.
  • Updates patient registration and insurance as needed to correctly file claims.
  • Ability to process complex claim correction involving both pending and previously adjudicated claims.
  • Ability to utilize high level thinking and problem solving to bring complex claims to resolution.
  • Files claims according to insurance company guidelines.
  • Participates in recognizing denial trends and provides feedback to manager
  • Maintains claim and online notes

Customer Service:

  • Assists walk-in patients
  • Handles patient complaints, de-escalates callers, provides appropriate solutions within time limits, and follows up to ensure resolution.
  • Identifies and assesses patients’ needs to achieve satisfaction.
  • Builds trust with patients using open and interactive communication.
  • Provides accurate, valid and complete information using the right methods and tools.
  • Meets personal and customer service team targets and call handling quotas.
  • Keeps records of patient interactions by noting accounts.
  • Follows communication procedures, guidelines and policies.

Cash Posting:

  • Responsible for the posting of all assigned cash payments, adjustments, and/or remark codes to the appropriate claim, service date and/or account from all EOB’s and ERA’s.
  • Possesses ability to comprehend complex insurance claims and explanations of benefits in various payer formats
  • Adheres to all cash posting processes and protocols
  • Contacts payers to resolve issues necessary in order to reconcile and apply payments
  • Reconciles each batch to the check deposit amount
  • Initiates the refund/recoup process for all credit balances
  • Maintains ability to recognize claim denials on EOB’s/ERA’s and applies information appropriately to allow for additional follow up as necessary
  • Brings all variances to resolution within established timeframes
  • Maintains productivity standards defined by management.
  • Ability to research errors that resulted in unposted claim payments.
  • Coordinate activities for unidentified payments.
  • Maintains working knowledge of multiple payer websites
  • Maintains knowledge of all government and non-governmental industry regulation changes.


Minimum Qualifications

  • High school diploma or GED required.
  • One-year experience in accounts receivable or health insurance in a medical setting required


Preferred Qualifications

  • A minimum of one-year current experience of CPT, ICD-10, and HCFA 1500.
  • Certified Professional Coder (CPC).



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