Patient Account Representative - Self Pay

Job Description

Job Description

Patient Account Representative - Self Pay

Location: Remote - U.S.
Schedule: Monday-Friday, 8:00 AM-4:30 PM PST or 8:30 AM-5:00 PM PST
Duration: Minimum 6 months, with potential for extension
Work Environment: Fully Remote

We are seeking a Patient Account Representative to support patient account resolution and provide exceptional customer service in a healthcare environment. This role will handle a high volume of inbound and outbound calls, assist patients with account questions, review balances and insurance information, and help resolve outstanding balances before accounts are referred for external collections.

The ideal candidate has strong healthcare call center and patient billing experience, understands insurance billing and EOBs, and is comfortable working in a fast-paced, metrics-driven environment.

• Handle a high volume of inbound and outbound calls with patients and insurance companies

• Review patient accounts and provide accurate account updates

• Deliver outstanding customer service while addressing patient questions and concerns

• Research and respond to patient inquiries by phone and mail

• Assist patients with insurance and policy status questions

• Review EOBs and insurance information, including primary and secondary payers

• Update patient demographic information and initiate account adjustments

• Assist patients with payment plans and take payments over the phone

• Work with patients to resolve outstanding balances prior to referral to an outside collection agency

• Refer eligible families to charitable assistance organizations

• Complete business-related requests and patient correspondence

• Complete assigned projects and tasks accurately and promptly

• Communicate areas of concern and opportunities for improvement to management

• Maintain accurate documentation and follow established policies and procedures

• Strong healthcare call center and customer service experience

• Experience with healthcare patient billing and/or insurance revenue cycle

• Knowledge of medical terminology

• Strong understanding of EOBs and primary/secondary insurance payers

• Excellent verbal and written communication skills

• Ability to manage a high volume of calls while maintaining professionalism and accuracy

• Strong computer and internet skills

• Reliable high-speed internet connection; mobile hotspots are not permitted

• Quiet, dedicated workspace suitable for remote work

• High school diploma or equivalent

• Experience with Cerner

• Experience with NextGen

• Experience with telephone/call center systems

• Previous experience with patient account resolution or soft collections

This is a fast-paced, call-volume-driven position. Representatives are expected to meet established productivity and quality standards, including:

• Approximately 90 calls per day

• Average handle time of approximately 7-8 minutes per call

• Approximately 2 minutes average after-call work

• 90%+ quality expectations

• Less than 5% call abandonment

• Speed to answer under 2 minutes

• Fully remote opportunity

• Long-term contract opportunity with potential for extension

• Opportunity to gain experience supporting healthcare revenue cycle operations across different systems and health organizations

• Client-provided laptop and equipment support for your remote workspace

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.

Our commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?

Company Description

Here at Medix, we are dedicated to providing workforce solutions to clients throughout multiple industries. We have been named among the Best and Brightest Companies to Work For in the Nation for two consecutive years. Medix has also been ranked as one of the fastest growing companies by Inc. Magazine.\r\n\r\nOur commitment to our core purpose of positively impacting 20,000 lives affects not only the way we interact with our clients and talent, but also with our co-workers! The goal is lofty, but it is made attainable through the hard work and dedication of our teams and their willingness to lock arms together. Are you ready to lock arms with us?