Patient Account Representative

We recognize the health disparities of people of color, people from working class backgrounds, women and LGBTQ people. We believe that the experiences of these communities must be valued in the work we do. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.

Portland Mental Health & Wellness is a thriving private practice and training practice with four locations in Portland, as well as one location in Salem. We are a collaboration of psychologists, psychiatric prescribers, counselors, marriage and family therapists and our trainees. We emphasize relationship first and foremost and diagnosis and treatment from within that relationship.

We strongly emphasize trauma informed care, cultural competency, establishing comfort and safety for patients, and coordination of care with primary care doctors, specialists, pediatricians, schools, and other mental health clinicians.

Location: Portland, OR (with remote flexibility)
Supervisor: Practice Manager
Employee Classification : Non-Exempt (Hourly), Full-Time
Hours: Full-Time, 40 hours per week
Compensation: $22.00-$27.50/hour

Primary Function:

The Patient Account Representative plays a crucial role in ensuring the smooth operation of the billing and accounts receivable functions within the healthcare facility. They are responsible for managing patient accounts, processing insurance benefit checks, and resolving billing discrepancies. This role requires a detail-oriented individual with strong communication and problem-solving skills.

The Patient Account Representative will perform other administrative tasks as requested by the staff, and will be asked to assist the Practice Manager and Human Resources Manager with special projects as needed. This role offers some flexibility, allowing for the person who fills it to work either in person at one of our office locations or remotely, as long as you are situated within or close to the Portland Metropolitan Area in Oregon or southwest Washington.

Essential Functions:

• Manage patient accounts, including billing, payments, and collections.
• Verify patient insurance coverage and eligibility.
• Process client insurance forms.
• Resolve billing discrepancies and insurance denials in a timely manner.
• Communicate with patients, insurance companies, and healthcare providers to address billing inquiries and concerns.
• Follow up on outstanding accounts receivable balances and initiate collection efforts when necessary.
• Work with patients to set up payment plans when necessary
• Maintain accurate and up-to-date patient billing records.
• Adhere to all relevant healthcare regulations, including HIPAA and billing compliance guidelines.
• Collaborate with other departments, such as billing, coding, and patient services, to ensure effective communication and workflow.
• Stay informed about changes in insurance regulations, coding updates, and billing procedures.
• Provide excellent customer service to patients by addressing billing inquiries and concerns professionally and courteously.
• Participate in training and professional development activities to enhance job knowledge and skills.
• Assist with special projects and perform other duties as assigned by management.

Performance Requirements:

Knowledge:

• Knowledge of or willingness to learn the practice’s policies and procedures.
• Knowledge of or willingness to learn industry specific terminology and insurance practices.
• Knowledge of grammar, spelling, and punctuation, for effective and appropriate communication.
• Knowledge of web-based computer programs and applications in an Apple/Mac environment
• Demonstrate a strong understanding of HIPAA policies and regulations
• Demonstrate solid understanding of confidentiality

Skills:

• Situational critical thinking
• Use office equipment, including computers, phones, cameras
• Handle and file paperwork properly
• Handle incoming phone calls and electronic communication, responding professionally and/or resourcing appropriately
• Communicate effectively, both verbally and in writing
• Gather, interpret, and report insurance information
• Navigate patient privacy with critical thinking and follow through

Abilities:

• Demonstrate empathy & compassion: Employees see people during moments of trauma or crisis, where they and their family are vulnerable or in pain
• Demonstrate patience: Being patient with people who may have trouble communicating or understanding what is happening is important
• Ability to work effectively as a team member, and to communicate clearly, compassionately, and respectfully, with all staff, including mental health professionals, administrative staff, and all leadership
• Ability to interpret and understand insurance benefits
• Ability to flexibly respond to changing demands within the work environment
• Ability to organize and prioritize tasks, time, and responsibilities effectively, and work independently with minimal supervision
• Ability to establish and maintain effective working relationships with the entire PMHW team, vendors, and the public
• Ability to function proficiently in a web-based computer environment

Minimum Qualifications:

• 2 or more years experience in medical/mental health billing.
• Working knowledge of Insurance Coordination of Benefits.
• Working knowledge of Medicare and Medicaid and commercial insurance.
• Working knowledge of Microsoft Excel, Google Workspace (sheets, docs, and slides), and EHR systems.
• Knowledge of ICD-10 CPT billing codes for mental health.
• Demonstrate competence and humility in terms of race, ethnicity, gender, sexual orientation, religion, class, ability et al
• Demonstrate commitment to the preservation of a workplace which embraces diversity
• Demonstrate commitment to confidentiality of patient and employee information
• Communicate professionally and effectively with patients and clinicians, always providing stellar customer service
• Answer phone systems with excellent etiquette – a warm/friendly tone, articulate, and providing understandable responses to questions or concerns
• Demonstrate a strong understanding of HIPAA policies and regulations
• Demonstrate a strong attention to detail and organization
• Demonstrate patience: being patient with people who may have trouble communicating or understanding what is happening is imperative for this position
• Follow policies and procedures to contribute to the administrative efficiency of the practice, taking initiative to suggest and develop those that may be needed
• Demonstrate strong computer skills including web based systems
• Ability to work with Mac OS & Google Workspace

Equipment Operated: Standard office equipment, including computers, copiers, printers, telephones, etc.

Work Environment: When working from a PMHW office, the position is in a well-lit office environment. Varied activities including sitting, standing, walking, reaching, bending, and lifting.

Mental and Physical Requirements: Involves sitting approximately 90 percent of the day, walking or standing the remainder. Ability to tolerate mental and emotional distress as an anticipated aspect of the position. May require working under stressful conditions.

—

Portland Mental Health & Wellness offers a competitive benefits package for full-time employees that includes:

• Paid Vacation Time (80 hours per year to start)
• Paid Health Leave (40 hours per year)
• Paid Floating Holiday Hours (80 hours per year)
• Medical and Vision Insurance – Kaiser Permanente of the Northwest (choice of three plans)
• Employer Paid Life and AD&D Insurance
• Voluntary Additional Life and AD&D Insurance
• Voluntary Short Term Disability Insurance
• Voluntary Critical Illness Insurance
• Voluntary Accident Insurance
• Flexible Spending Account, Health Care
• Commuter Benefit – Choice of TriMet Pass or Limited Parking Reimbursement
• 401K Retirement Plan – Up to 4% Company Match Once Eligible
• Annual Continuing Education Allowance of $500
• Discounted Enrollment with Student Loan Tutor
• 10% Discount on Vitamins & Supplements Through Fullscript
• Limited Access to Columbia Sportswear Employee Store
• OnPoint Community Credit Union Group Banking Benefits

—

This description is intended to provide only the basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as the practice’s needs evolve. Regular and predictable attendance is an essential function of every job.

The requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. By signing below, you acknowledge that you are able to perform the Essential Functions of this job, with or without accommodation. If an accommodation is needed, you acknowledge that you have an opportunity to discuss this with Human Resources.

Portland Mental Healthis an equal opportunity employer. We support and encourage diversity.