Customer Accounts Specialist

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Job Description

About Abbott

The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott's life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.

Our pioneering technology spans the world of healthcare operations - with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.

Abbott Rapid Diagnostics (formerly Alere ) is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies. The position of Customer Accounts Specialist is within our Revenue Cycle Management located at Acelis Connected Health Services, Livermore, California. In this role, you will be responsible for handling inbound calls regarding questions on billing statements, and the follow-up of outstanding patient balances. Working knowledge of billing, insurance and interpreting EOB's is mandatory. The representative will be tasked to resolve unpaid accounts in a timely and efficient manner while maintaining quality and production standards set for the position. This job description will be reviewed periodically and is subject to change by management.

  • Communicate with up to 50 patients each day through phone calls and emails in a professional and courteous manner.
  • Handle a variety of inquiry categories including questions about patient statements, billing, and general questions.
  • Helps reconcile patient accounts to ensure correctness of patient statements. Has a working knowledge of Medicaid and Medicare programs and commercial insurances
  • Ability to interpret Explanations of Benefits or Remittance Advice (EOB or RA).
  • Able to explain a billing statement and methodology.
  • Maintains accurate and complete records concerning collection activity on all accounts according to company procedures.
  • Process requests quickly, accurately, and consistently with general supervision
  • Submit adjustment / refund requests if needed.
  • Keeps management informed of areas of concern and problems identified.
  • Assists in monthly closing by assuring all appropriate information is entered into the system.
  • Process credit card payments.
  • Monitors hardship applications.
  • Process correspondence, as assigned.
  • Performs other related duties as assigned.
  • Follows all HIPAA guidelines.


  • High school graduate or equivalent required
  • Strong verbal and written communication skills
  • Knowledge of Revenue Cycle Customer Billing
  • Excellent oral and written communication skills preferred
  • Detail oriented with a focus on exceptional customer service
  • Strong time management skills and ability to manage individual assignments
  • Ability to work in a team environment
  • Strong attention to detail
  • Requires the ability to work with and maintain confidential information

  • Secondary education or Medical Certification
  • Experience in the healthcare industry preferred
  • Knowledge of customer relationship management (CRM) tools and related analytics desired

  • Experience with Microsoft Office - Word, Excel, PowerPoint required
  • Familiarity with performance metrics and ability to meet identified targets required
  • Strong customer service skills and professional demeanor required
  • Working knowledge of HIPAA and the Affordable Care Act;
  • Must have an aptitude for problem solving and staff coaching/training;
  • Must be able to communicate both written and orally in a business professional manner;
  • Must possess the ability to effectively present information in one-on-one and small group situations to customers and other employees
  • Must possess the ability to work in an environment of multiple concurrent tasks and constant interruptions
  • Analytical skills are required


At Abbott, you can have a good job that can grow into a great career. We offer:
  • A fast-paced work environment where your safety is our priority (Manufacturing roles only)
  • Production areas that are clean, well-lit and temperature-controlled (Manufacturing roles only)
  • Training and career development, with onboarding programs for new employees and tuition assistance
  • Financial security through competitive compensation, incentives and retirement plans
  • Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
  • Paid time off
  • 401(k) retirement savings with a generous company match
  • The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully:

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.