Patient Accounts Representative

Patient Accounts Representative

The Patient Accounts Representative is responsible for delivering exceptional customer service in all interactions, handling patient account inquiries from patients, families, and insurance companies, and resolving concerns whenever possible. This role actively promotes MyChart usage, manages incoming calls with efficiency while maintaining low abandonment rates, and completes rotator tasks as scheduled. Additionally, the Patient Accounts Representative ensures accurate account status and insurance coverage updates to facilitate timely billing while addressing MyChart CRM requests daily.

Responsibilities

Provide superior customer service in all interactions

Answer telephone calls from patients, families, and insurance companies regarding patient accounts

Resolve patient concerns when possible and refer accounts for additional follow-up if needed

Promote MyChart usage with every call

Rotate out of the ACD System weekly to complete assigned rotator tasks

Maintain a minimum daily call handling rate of 48 calls per day

Keep abandoned call rate below 5%

Resolve all MyChart CRM requests daily and notify supervisor of any unresolved requests

Ensure correct account status based on obtained or received information

Add, remove, or resequence insurance coverages to ensure proper and timely billing

Qualifications

High school diploma required

Two years in a medical-related field preferred but not required

Additional Skills:

Basic office computer skills

Knowledge of health/medical insurance

Understanding of medical terminology

Basic proficiency in Microsoft Office Suite

Familiarity with email and calendar software

Strong attention to detail and prioritization skills

Effective time management to complete tasks efficiently

FirstHealth Physician Group