Customer Service Professional- Inbound

Ready to bring your customer service skills to a company that helps first responders? Join our team and receive a $1,500 sign-on bonus! It’s our way of saying mahalo for choosing to grow your career with us. 

Job Type: Full-time, Five 8-Hour Days or Four 10-Hour Days

Location: In-office, Honolulu, HI (Near HNL airport)

About EMS|MC

EMS|MC is the nation’s largest billing services provider focused on emergency medical services. For 25+ years, we’ve delivered revenue cycle management solutions that improve patient satisfaction, maximize EMS revenue, and ensure compliance. 

At EMS|MC, we blend professional excellence with local values. If you’re ready to grow your career while making a difference for our island community, we’d love to welcome you to our Ohana!

Job Summary

The Customer Service Professional – Inbound is responsible for handling patient calls with accuracy and care. It is also responsible for assisting with billing inquiries, insurance updates, and complaint resolution, while maintaining compliance and supporting EMS|MC’s mission.

Major Responsibilities/Activities

• Answer and document inbound calls clearly and efficiently.
• Assist patients with charges, payments, and insurance updates.
• Resolve or escalate complaints appropriately.
• Maintain accuracy in Rescue Net Billing and filing insurance information.
• Meet quality standards: 98% call audit & HIPAA compliance.
• Provide feedback on caller patterns.
• Mentor new hires.
• Perform other duties as assigned.Maintain required turnaround time as dictated by process or client
• Maintain Customer Service call audit and HIPAA scores of 98%

Requirements

Required Education, Skills, & Experience

• High School Diploma.
• Proficient with Microsoft Office, i.e. communication tools like Microsoft Teams.
• Strong written/verbal communication and the ability to multitask.
• Organized, detail-oriented, adaptable; able to work independently or on teams. 
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.

Preferred Education, Skills, & Experience

• Knowledge of Medicare, Medicaid, commercial insurance, and HIPAA, Medical billing/AR experience. 

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions. 
• Noise levels in the office are typically moderate and consistent with a standard office setting. 

Physical Requirements:

• Sitting:  frequent and prolonged periods of sitting at a desk while working on a computer. 
• Communication:  frequent and prolonged periods of speaking, listening, reading, and writing. 
• Fine motor skills: frequent use of hands for typing and operating a computer mouse. 
• Movement:  occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.  

Why EMS|MC?

• Referral Bonus + Career Growth: Earn rewards for bringing great people onboard and grow your career with us through development opportunities.
• Our  Culture: We live by Ohana, respect, and teamwork —  you’ll feel supported every step of the way.
• Perks & Comforts: Enjoy a relaxed dress code, air-conditioned workspace, free coffee to keep you fueled, Monday–Friday schedule (no weekends!), and free onsite parking.
• Wellness Program + Comprehensive benefits – including health, dental & vision!

Pay: $20/hour. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at [email protected].

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

Applicants must be authorized to work in the United States now and in the future; this role does not offer current or future visa sponsorship.

Hiring process = 2-3 weeks with 2-3 interviews. We like to get it right!