Patient Account Representative

Patient Account Representative

The Patient Account Representative serves as a primary point of contact for patients regarding medical billing questions, account balances, payment options, and insurance-related inquiries. This role provides exceptional customer service while helping patients understand and resolve their healthcare financial responsibilities in a professional, compassionate, and confidential manner.

Key Responsibilities

• Answer inbound phone calls from patients regarding billing statements, account balances, insurance payments, and payment arrangements.
• Support billing office operations by assisting with payment posting, reconciliation, and account updates as needed.
• Explain charges, insurance processing, deductibles, copays, coinsurance, and outstanding balances clearly and professionally.
• Assist patients with payment processing and establish payment plans when appropriate.
• Research and resolve billing discrepancies, account concerns, and patient inquiries in a timely manner.
• Document all patient interactions accurately within the practice management or electronic health record (EHR) system.
• Collaborate with insurance companies, billing departments, and internal staff to resolve account issues.
• Maintain compliance with HIPAA and all patient privacy regulations.
• Follow organizational policies and procedures related to collections and patient financial services.
• Escalate complex billing concerns or unresolved disputes to supervisors when necessary.
• Maintain professionalism and empathy during difficult or sensitive financial conversations.
• Assist with clerical and administrative duties to support daily operations. Previous experience in Healthcare setting with Epic (EHR) are required.

Requirements

Qualifications

• High school diploma or equivalent required.
• Epic system preferred
• Previous healthcare customer service, medical billing, or patient account experience preferred.
• Knowledge of medical terminology, insurance processes, and healthcare billing practices preferred.
• Strong verbal communication and interpersonal skills.
• Ability to handle high call volumes while maintaining accuracy and professionalism.
• Basic computer proficiency and experience with EHR or practice management systems preferred.
• Strong problem-solving and organizational skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Skills and Competencies

• Experience with payment posting, collections, or revenue cycle operations.
• Familiarity with Medicare, Medicaid, and commercial insurance billing.
• Bilingual communication skills are a plus.
• Customer Service Excellence
• Communication Skills
• Attention to Detail
• Empathy and Professionalism
• Time Management
• Conflict Resolution
• Confidentiality and Compliance

Work Environment & Physical Requirements

• Office-based or remote/hybrid environment depending on organizational needs.
• Primarily sedentary work involving phone and computer use.
• May require extended periods of sitting and multitasking.

Equal Employment Opportunity

OAW provides equal employment opportunity to all applicants and employees. OAW disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws.