Patient Accounts Representative (Customer Service Rep)

Job Description

Job Description

Description:

 

Why UMP?
UMP is a physician-led organization focused on transforming musculoskeletal care through innovation, collaboration, and operational support. This role allows you to be part of that mission—delivering high-quality spine care in a thriving clinical environment.

About Panorama Orthopedics & Spine Center
Panorama is recognized for its advanced treatment options, multidisciplinary approach, and dedication to improving patients’ quality of life. As part of this team, you’ll work alongside top spine specialists in a supportive and forward-thinking practice.

Help us bring exceptional orthopedic care to the communities of Denver—where your expertise can truly make a difference.

Benefits:

• Healthcare Options : PPO, HDHP, and Surest plans with a $100/month tobacco-free discount
• Dental & Vision Insurance
• 401(k) with Annual Employer Contributions
• Additional Coverage : HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more
• Employee Assistance Program (EAP) : Employer-paid support for life’s challenges
• Generous Paid Time Off :
  • Up to 4 weeks of PTO starting out. (Increases with tenure)
  • 7 paid holidays + 2 floating holidays
  • Pay information: $21.00- $24/hour

#PANO

Panorama Orthopedics & Spine Center is an Equal Opportunity Employer, Male/Female/Veteran/Disabled. Offers of employment are contingent upon successful completion of a pre-employment drug screen and background check. 

“Applications accepted until September 3, 2026"

Description

SUMMARY

The Patient Accounts Representative serves as a primary point of contact for patients regarding billing, insurance, patient financial responsibility, and outstanding balances within a healthcare revenue cycle call center environment. This role functions as a subject matter expert with a thorough understanding of the revenue cycle process from patient access through billing and collections. The role serves as a trusted resource for patients by providing education, guidance, and support to help improve the overall patient experience and financial wellness. Responsibilities include managing inbound and outbound communications, resolving patient account inquiries, interpreting insurance and billing information, processing payments, establishing payment arrangements, and supporting financial clearance activities. The representative works collaboratively across revenue cycle functions to promote accurate account resolution, regulatory compliance, positive patient experiences, and successful patient financial outcomes.

Requirements:

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

· Serve as the primary resource for patients by professionally and empathetically responding to inquiries related to billing, insurance processing, balances, account status, payment plans, and financial concerns.

· Counsel patients regarding insurance coverage, Explanation of Benefits (EOBs), payer processing timelines, denials, adjustments, payment expectations, financial options, and available payment arrangements.

· Research and resolve patient account inquiries by reviewing charges, payments, insurance activity, denials, eligibility, and account balances while utilizing payer portals, online resources, and direct communication with patients and third-party payors to support timely account resolution.

· Update and maintain accurate patient demographic, insurance, eligibility, and plan information within electronic health record (EHR) and revenue cycle systems to support accurate registration, billing, clean claim processing, and resolution of payor-related issues and trends.

· Review insurance eligibility, payer requirements, benefits, and financial clearance requirements to support timely and accurate financial management activities in accordance with organizational policies and standard work guidelines.

· Create accurate cost-of-care estimates and communicate anticipated patient financial responsibility, including deductibles, co-payments, coinsurance, self-pay balances, and other out-of-pocket obligations.

· Collaborate with insurance, billing, coding, financial clearance, medical records, and operational teams to support timely account resolution, accurate reimbursement, effective communication of financial clearance decisions, identification of billing or coding discrepancies, and clean claim processing

· Conduct outbound follow-up with patients and third-party payors regarding outstanding balances, missing information, payment arrangements, collection activities, and unresolved account issues while escalating payment delays and aging trend concerns as appropriate.

· Calculate, collect, and process patient self-pay liabilities and outstanding balances using approved secure payment methods and establish payment arrangements in accordance with organizational guidelines.

· Document all patient interactions, account research, financial discussions, dispute activity, actions taken, findings, and resolutions thoroughly and accurately within designated systems to support account follow-up, audit readiness, and operational communication.

· Efficiently manage high-volume workflows, competing priorities, and interruptions while maintaining quality, accuracy, and productivity standards.

· Ensure compliance with HIPAA, State and Federal regulations, payer guidelines, organizational policies, quality standards, productivity expectations, and established standard work processes.

QUALIFICATIONS

EDUCATION, CERTIFICATION/LICENSURE AND EXPERIENCE

· High School Diploma or GED required

SKILLS/ABILITIES

· 2 years of medical office or customer service practical knowledge

· Call Center experience preferred

· Knowledge of Epic EHR preferred

· Excellent computer/10 key skills with ability to type at least 40wpm

· Knowledge of Microsoft Office Suite, with comfort in Excel and Word usage

· Excellent interpersonal communication and customer service skills

PHYSICAL DEMANDS

Hearing: Adequate to perform job duties in person and over the telephone.

Speaking: Must be able to clearly communicate in person and over the telephone.

Vision: Visual acuity adequate to perform job duties, including visual examination of patient (if applicable) and reading information from printed sources and computer screens.

Other: Adequate physical ability includes sufficient manual dexterity to perform the requisite job duties. Job duties may require bending, reaching, repetitive hand movements, standing, walking, squatting, sitting and occasional heavy lifting, pushing and pulling.

WORK ENVIORNMENT

Work environment is typical of an office setting. Work may be fast-paced and intense at times. Interaction with others is constant and interruptions may occur. Schedule requires flexibility to occasionally include evenings, early mornings, and weekends.

The above describes the general content of and requirements for the performance of this position. It is not intended to be an all-inclusive statement of the duties, responsibilities, and requirements of the position.