Patient Account Rep, Customer Service Correspondence Clerk

At NorthBay Health, the Patient Account Representative I performs office clerical duties, administrative support, minimal insurance billing and other duties as assigned.

PRIMARY JOB DUTIES

1. Sorts all incoming mail, logging appropriate mail types (e.g. denials) in the system notes and distributes incoming mail to the appropriate parties as needed. 2. Responsible for photocopying, filing and maintaining documents as needed. 3. Complete requests from other departments, doctor’s offices and insurance co. in a timely manner. 4. Perform insurance billing tasks for all insurance as assigned by management. 5. Processes and work all incoming outsourced vendor requests, as assigned. 6. Performs all scanning and indexing functions, as necessary. 7. Processes patient credit card payments in person or over the phone. 8. Transfers outsourced accounts to the appropriate vendor timely and accurately. 9. Manages time effectively, prioritizing multiple demands to ensure productivity standards are achieved as outlined in departmental policies and procedures. 10. Covers the front desk for walk-in patients. 11. Ensures that customers are treated in a manner consistent with high standards of customer service. 12. Responds to patient complaints into a courteous and respectful manner, resolves problems pertaining to account charges or billing discrepancies at the time of call or within 24 hours. 13. Adheres to the quality and productivity measures assigned by the Supervisor on a consistent basis. 14. Complete special projects. 15. Perform other duties as assigned. Departmental Performance Goals 16. Supports and maintains service standards and behaviors set for all employees and to department specific standards and behaviors relative to service excellence. 17. Consistently meets productivity and quality assurance standards set by Patient Financial Services Management. 18. Participates actively in departmental goals in an effort to exceed cash collection. 19. Understands and meets federal, state and hospital requirements related to compliance issues (HIPAA, EMTALA, JCAHO, etc.). 20. Participates actively in all department staff meetings and trainings. Employee is responsible for all information whether he/she attends the meeting/training or not. Teamwork and Collaboration 21. Consistently demonstrates and promotes a sense of team within the immediate and extended work groups. 22. Informs lead or supervisor of any issues that could impact patient care, patient satisfaction or departmental goals. 23. Communicates pro-actively and respectfully with all clinical and management staff to model NorthBay values of competence and professionalism. When appropriate, takes a leadership role to resolve patient access issues in a manner that promotes NorthBay Way principles. 24. In formal training and in every day interactions, acts as a resource for the mentoring of new team members. 25. Reads and/or responds in an appropriate timeframe to all electronic communication including email and voice mail. 26. Performs other duties as assigned. Interpersonal Skills and Values Demonstrates NorthBay Health’s True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence. These values guide behavior, accountability, teamwork, and commitment to high-quality patient care. Why NorthBay Health NorthBay Health is an independent, nonprofit health system serving the Napa, Solano, and Yolo County regions. We are expanding access to care across our communities through two acute-care hospitals, including a Level II Trauma Center and a Level III NICU maternity unit, along with a cancer center, urgent care locations, and a growing network of primary and specialty care clinics. We provide advanced services in cardiovascular care, neuroscience, orthopedics, surgery, and outpatient specialties. NorthBay Health is nationally recognized for quality care, including Magnet with Distinction designation for nursing and multiple U.S. News and World Report high performing recognitions. We are committed to being the trusted healthcare partner of choice and offer an environment where employees can grow, contribute meaningfully, and support the health of our communities. NorthBay Health Benefits Options NorthBay Health offers a comprehensive benefits package based on established eligibility requirements. Benefits may include medical, dental, and vision insurance, life, disability, and long-term care coverage, paid time off including vacation, sick leave, holidays, and bereavement, a 403(b) retirement plan with employer match, education reimbursement for eligible roles, professional development and training programs, Employee Assistance Program, wellness programs, recognition programs, shift differentials, and market-based compensation review and increases subject to approval and organizational performance. Compensation Structure NorthBay Health uses a structured compensation framework. Staff-level positions use a step-based system (Steps 1–5) based on years of directly related experience, with Step 5 representing 20 or more years of experience in the role. Manager level and above positions are paid a fixed annual base salary and are eligible for a variable incentive compensation plan. Physician compensation is structured based on specialty and role requirements. Remote Work Disclosure NorthBay Health is primarily an onsite organization due to the nature of healthcare. Some roles may allow hybrid or remote work based on business needs. Remote work is not supported in Washington, Ohio, Wyoming, North Dakota, Puerto Rico, the U.S. Virgin Islands, or outside of the United States. Notice to Recruitment Agencies NorthBay Health utilizes a managed service provider (MSP) for agency partnerships and is not currently engaging external recruiting firms outside of established agreements. We do not accept unsolicited resumes or third-party candidate submissions. Please do not contact NorthBay Health employees, leaders, physicians, or hiring managers regarding recruitment or job postings. More Information Visit NorthBay Health Careers for recruitment FAQs [ and additional information.