Patient Account Representative: Business Service-Managed Care

Primary Duties and Responsibilities The Patient Account Representative is a vital part of Hoag's revenue cycle team, acting as the primary point of contact for patients and their families regarding medical billing inquiries. In a fast-paced call center environment, this role delivers exceptional customer service, resolving patient account issues with empathy, accuracy, and professionalism, including the ability to de-escalate concerns through active listening and collaborative problem-solving. Job Description The Patient Account Representative is a vital part of Hoag's revenue cycle team, acting as the primary point of contact for patients and their families regarding medical billing inquiries. In a fast-paced call center environment, this role delivers exceptional customer service, resolving patient account issues with empathy, accuracy, and professionalism, including the ability to de-escalate concerns through active listening and collaborative problem-solving. Responsibilities Handle a high volume of inbound calls to support patients with billing-related questions and account resolution. Assist patients with setting up payment plans, understanding balances, making payments, and applying for financial assistance. Manage patient inquiries across an omnichannel environment, encompassing phone, in-person interactions, email, postal mail, faxes, and electronic work queues. Update insurance and demographic information in the billing system to ensure account accuracy. Generate and mail requested documentation, including itemized bills, receipts, and financial correspondence. Document all actions and interactions clearly and accurately in the appropriate systems. Collaborate with departments across the organization to resolve patient account issues. Attain and sustain established performance metrics, including productivity, call handling, and quality assurance standards. Maintain confidentiality and comply with all hospital, state, and federal regulations including HIPAA. Qualifications Education and Experience Required High school diploma or equivalent. One year of hospital/medical and/or related field or high-volume call center setting, demonstrating strong customer service skills. About Us Hoag Memorial Hospital Presbyterian is a nonprofit regional health care delivery network in Orange County, California, consisting of three acute-care hospitals with sixteen urgent care centers, eleven health centers and a network of more than1,800 physicians, 100 allied health members, 8,000 employees, and 2,000 volunteers. More than 30,000 inpatients and 550,000 outpatients choose Hoag each year. For over 70 years, Hoag has delivered a level of personalized care that is unsurpassed among Orange County’s health care providers. Since 1952, Hoag has served the local communities and continues its mission to provide the highest quality health care services through the core strategies of quality and service, people, physician partnerships, strategic growth, financial stewardship, community benefit and philanthropy. Hoag offers a comprehensive blend of health care services including six institutes providing specialized care in the areas of cancer, heart and vascular, neurosciences, women's health, orthopedics, and digestive health through our institutes. Hoag was the highest ranked hospital in Orange County in the 2024-2025 U.S. News &World Report, the only Orange County hospital ranked in the top 10 for California. The organization was ranked the #5 hospital in the Los Angeles Metro Area and the #10 hospital in California. To learn more about Hoag’s awards and accreditations, visit: . Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives. #J-18808-Ljbffr Hoag Health System