Patient Account Representative

Patient Account Representative

Under supervision, the Patient Account Representative will be responsible for effectively communicating with patients to explain medical billing and insurance claims, resolve inquiries, and ensure timely payment collection.

Essential Job Functions

• Handle inbound and outbound patient calls to address medical billing statements, insurance claims, payment collection, and related financial matters.
• Explain billing processes, insurance coverage, and payment options to patients in a clear and concise manner.
• Provide outstanding customer service by addressing patient inquiries, resolving billing discrepancies, and answering questions regarding insurance benefits and claim status.
• Verify patient demographic and insurance information, ensuring accuracy and making necessary updates as required.
• Update patient accounts with relevant information obtained during phone conversations, including payment arrangements, financial assistance applications, or any other relevant documentation.
• Work closely with insurance companies, coding specialists, and other team members to resolve any claim denials or issues impacting patient payments.
• Assist patients in understanding and navigating the process for filing insurance claims and submitting necessary documentation.
• Educate patients on financial assistance programs, payment plans, and available resources for managing medical expenses.
• Document all communication with patients accurately and thoroughly in the appropriate systems or databases.
• Attend various meetings virtually such as team meetings, training meetings, one-on-one meetings, etc.
• Adhere to company policies, procedures, and regulatory guidelines to ensure compliance with patient privacy (HIPAA) and collection practices.
• Performs other duties as directed.
• Perform duties in compliance with Company's policies and procedures, including but not limited to those related to HIPAA and compliance.

Key Success Indicators/Attributes

• Ability to prioritize and multi-task in a fast-paced, changing environment.
• Demonstrate ability to work in all work types and specialties.
• Demonstrate ability to self-motivate, set goals, and meet deadlines.
• Demonstrate problem-solving skills and the ability to think critically to identify and implement appropriate solutions.
• Demonstrate excellent verbal communication skills, with the ability to effectively explain complex billing and insurance concepts to patients.
• Strong active listening skills to understand patient concerns and provide appropriate resolutions.
• Maintain courteous and professional working relationships with employees at all levels of the organization.
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
• Ability to remain calm and composed in stressful situations, and effectively de-escalate any conflicts or disputes.
• Compassionate and empathetic personality to handle patient inquiries and concerns with sensitivity and professionalism.
• Skill in operating a personal computer and utilizing a variety of software applications is essential.
• Knowledge of JCAHO, coding compliance and HIPAA HITECH standards affecting medical records and the impact on reimbursement and accreditation is an added advantage.

Supervisory Responsibility

No

Work Environment

This job operates in a remote home office environment. This role routinely uses standard office equipment such as computers and soft phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Each employee's schedule must be between the hours of 6:00 AM PST to 9 PM PST, Monday through Friday with the specific schedule for each employee to be agreed upon by the employee's manager and the employee, taking into account the needs of the client. This position occasionally requires long hours and weekend work.

Travel

None

Required Education and Experience

• Minimum of 1-2 years prior experience/knowledge of medical billing processes, insurance terminology, and reimbursement practices.
• Proficient computer skills and experience with electronic health records (HER) or billing software systems.
• High School diploma or equivalent, additional education in healthcare administration or related field is a plus.
• Proven experience in a customer service or call center role, preferably within the healthcare industry.

Qualifications

QualificationsEducation: High School Diploma or equivalent work.

Experience:Minimum: 2-3 years of experience in a customer service call center environment Ability to use de-escalation practices for escalated disputes. Ability to understand and apply guidelines, policies and procedures. Must possess the ability to read, write and communicate in English. Ability to communicate effectively both verbally and in writing. Data entry skill level- minimum of 40-50 WPM preferred.

Preferred:Medical billing experience Bi-lingual Prior experience in a third-party collection or medical collections and knowledge of industry terminology, principles and procedures is highly preferred.

Certifications: None

Knowledge/Skill:Interpersonal skills Basic computer skills Motivation Teamwork Customer/Patient focused Professionalism Organizational skills Requires knowledge of state and federal healthcare laws and regulations. Strong attention to detail and accuracy. Ability to learn and master multiple computer and phone systems quickly. Requires highly developed communication skills to effectively work with all levels of management throughout the UnityPoint Health, its subsidiaries and affiliates.

Preferred:Knowledge of DRG's, Revenue Codes, CPT/HCPC Codes, modifier assignment and government rules/regulations for inpatient and outpatient hospital billing, skilled nursing billing, inpatient rehab and inpatient psych.

Other Preferred: 2 Years of Epic1 Year of Denials/Appeals and/or Account Resolution

About Us

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcare also prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at View email address on click.appcast.io.

Job Info

• Job Identification 19769
• Region Field Employees - Hourly X4E
• Full-Time/Part-Time Full-Time
• Client Expected Start Date 08/24/2026
• Required Years of Experience 2
• Resource Role Minimum Salary 20.5
• Resource Role Maximum Salary 25.5