Statement Collections Representative

Job Description

Job Description

Critical Tasks

• Review and manage patient statements and outstanding account balances.
• Contact patients regarding unpaid balances via phone, email, or mail.
• Explain charges, insurance payments, deductibles, copayments, and patient responsibilities.
• Process patient payments and establish payment plans when appropriate.
• Verify insurance information and coordinate with billing staff to resolve discrepancies.
• Document all collection activities and patient communications in the practice management system.
• Follow federal, state, and organizational guidelines regarding patient collections and privacy regulations, including HIPAA.
• Research and resolve account issues to facilitate timely payment.
• Maintain confidentiality of patient financial and medical information.
• Generate reports on collection activities and account status as requested.
• Collaborate with front desk, billing, and insurance departments to improve revenue cycle performance.

Key Performance Indicators

• Customer service excellence
• Medical billing and collections knowledge
• Attention to detail
• Time management and organization
• Conflict resolution
• Data entry accuracy
• Professional telephone etiquette

Metrics

• Reduce outstanding patient balances.
• Maintain collection and payment arrangement targets.
• Ensure accurate account documentation.
• Deliver positive patient financial service experiences.
• Support overall revenue cycle and practice financial health.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum 1–2 years of medical billing, collections, or healthcare customer service experience.
• Knowledge of medical terminology, insurance plans, EOBs (Explanation of Benefits), and healthcare billing processes.
• Experience with electronic medical records (EMR) and practice management software.
• Strong communication, negotiation, and problem-solving skills.
• Ability to handle sensitive financial discussions professionally and compassionately.
• Proficiency in Microsoft Office applications.
• Prolonged periods of sitting and computer work.
• Ability to communicate effectively by phone and in person.
• Occasional lifting of office materials up to 15 pounds.
• Must be able to perform the essential functions of the job including prolonged sitting and in certain positions driving, lifting 20lbs, walking, standing and executing dexterity with a keyboard or smart pad.