Bilingual Patient Account Representative-Call Center

Job Description

Job Description

Description:

Christ Health Center is hiring a Bilingual Patient Account Representative to provide knowledgeable, compassionate, and timely support to patients regarding medical billing, insurance claims, account balances, and payment questions. This position serves as a key point of contact between patients, healthcare providers, insurance companies, and internal billing teams.

Schedule: Monday–Friday 7:45 AM to 5:00 PM

Benefits

• 401(k) with employer match
• Medical, dental, and vision insurance
• $25,000 Basic Life and Accidental Death & Dismemberment (AD&D) insurance, effective after a 90-day introductory period
• Short-term disability, long-term disability, and optional life insurance
• Paid time off
• Employee Assistance Program

Major Duties & Responsibilities: Job Skills

• Respond to patient inquiries regarding medical bills, account balances, payments, insurance claims, and statements.
• Explain billing charges, insurance benefits, deductibles, copayments, coinsurance, and patient financial responsibility in clear, easy-to-understand terms.
• Research and resolve billing discrepancies, payment issues, and account questions.
• Review insurance claim information and assist with identifying claim processing or payment issues.
• Communicate with insurance companies and internal departments to resolve outstanding billing concerns.
• Process patient payments and accurately document account activity.
• Assist patients with payment arrangements, financial assistance options, and other available resources in accordance with organizational policies.
• Maintain accurate and detailed documentation of all patient interactions and account activity.
• Protect patient information in accordance with HIPAA and organizational privacy and security requirements.
• Handle sensitive or difficult customer interactions professionally and demonstrate empathy when discussing financial concerns.
• Escalate complex billing, insurance, or account issues to the appropriate department or supervisor.
• Meet established standards for customer service, productivity, accuracy, and response times.
• Performs other duties as assigned.
• Each employee of Christ Health Center is vital to providing overall quality care to our patients and may be included in the patient care team and daily huddle when deemed necessary by the Core Care Team.

Required Skills/abilities

• Bilingual proficiency in English and Spanish, with the ability to communicate effectively both verbally and in writing.
• Strong analytical and organizational skills, with attention to detail.
• Ability to work in a fast-paced environment and ability to self-direct with minimal supervision.
• Ability to work in a multi-cultural setting. 
• Basic computer skills and proficiency with Microsoft Office or similar applications.
• Professional, patient-focused approach to customer service.

Qualification, Education, Experience

• High school diploma or equivalent
• 1–2 years of customer service, healthcare billing, medical office, insurance, or related experience preferred.

Attendance Standards

• Punctual and dependent for assigned/confirmed shifts. 

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence and reports; Ability to effectively present information in one-on-one and small group situations to patients, visitors, and other employees of the organization. 

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio and percent.

Reasoning Ability

• The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events) and to convey the information to others. 

Physical/Mental Demands

• Ability to lift/carry objects weighing up to 25 pounds.
• Ability to sit for extended periods while working at a computer
• Ability to stoop and bend, to reach, and grab with arms and hands, and manual dexterity.
• Ability to proofread and check documents for accuracy
• Ability to use a keyboard and visualize a computer monitor to enter words or data
• Ability to communicate clearly, both verbally and in writing, in person and by phone
• Occasional exposure to a busy office environment with moderate noise levels
• Occasional stress related to the volume and intensity of patient billing inquiries
• OSHA personal exposure risk category I & II
• Airborne personal exposure risk category I (Possible exposure of the healthcare worker to patients capable of transmitting M. tuberculosis).  Universal precautions will be adhered to at all times. 

Environmental/Working Conditions

• Medical office environment.

Cultural Expectations

• Understands Christ Health Center Mission Statement and Values.
• Consistently displays Christ Health Center’s Mission on a daily basis.
• Treats patients, visitors and co-workers with love and respect.