Patient Account Customer Service Representative

Patient Accounts Customer Service Representative

The Patient Accounts Customer Service Representative is an integral member of the Revenue Cycle team, responsible for delivering exceptional service to patients while supporting the financial health of the organization. This remote role serves as the first point of contact for patient account inquiries, assisting patients with billing questions, payment arrangements, refunds, and account resolution.

Full-time, Monday - Friday, 9am - 6pm.

The key duties and responsibilities of the Patient Accounts Customer Service Representative include, but are not limited to:

• Answer incoming patient phone calls in a professional, courteous, and timely manner while providing accurate information regarding billing, balances, payments, and account status.
• Respond to voicemail messages and make outbound calls to patients to resolve outstanding balances, discuss account discrepancies, and assist with payment-related inquiries.
• Review patient accounts for accuracy, ensuring demographic, insurance, and claim information is complete and correct prior to billing.
• Process patient payments securely and accurately while maintaining compliance with organizational policies and payment handling procedures.
• Manage self-pay credit balances by reviewing accounts, determining appropriate resolution, and requesting patient refunds as needed.
• Perform follow-up on outstanding patient accounts receivable balances to ensure timely resolution and payment collection Process bad debt
• Maintain detailed and accurate account notes for all patient interactions and account activity
• Complete duties and assist others as directed
• Must follow all policies as introduced during new teammate On-Boarding, updated real-time and outlined in Teammate Handbook

Education/Experience:

• High School diploma or GED
• Minimum 1-2 years' experience within a medical office, healthcare billing, or revenue cycle environment required.
• Experience handling high call volumes in a customer service environment preferred
• Experience with Nextgen and SIS Billing Systems a plus
• Knowledge of insurance billing, patient balances, and account reconciliation processes preferred

Knowledge, Skills and Abilities:

• Strong customer service skills with the ability to communicate empathetically and professionally with patients regarding financial matters
• Excellent verbal and written communication skills
• Knowledge of medical billing terminology, insurance processes, and patient account workflows Ability to work independently while following detailed instructions and established procedure
• High level of attention to detail and commitment to accuracy
• Ability to effectively use Office equipment
• Basic knowledge of Microsoft Office Word and Outlook
• Understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA)
• Using time efficiently, with meticulous attention to detail, accuracy, and completion
• Ability to manage multiple factors for the best result
• Resourcefulness in addressing first level problems and tenacity to see things through to solution
• Ability to remove oneself personally from given situations, remaining objective
• Able to adapt to change, delays or unexpected events while maintaining a positive mindset
• Clear oral and written communication
• Ability to provide feedback to improve performance
• Self-motivated; able to work following specific guidelines and in accordance with detailed instructions; measure self against standard of excellence, overcome obstacles and challenges with little supervision

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.