Patient Account Representative

Description

Columbia Orthopaedic Group

Fast-paced. Team-driven. No two days the same. If you enjoy problem-solving, patient interaction, and helping people navigate the financial side of healthcare, keep reading.
Why This Role Is Different

This is not a traditional billing role-it is a patient-facing financial support position where communication and empathy matter just as much as accuracy.

You'll be helping patients understand insurance coverage, costs, and account balances in real time, often translating complex financial and insurance information into clear, actionable guidance. You are a key part of ensuring the patient experience is seamless not only clinically, but financially.
About the Role

The Patient Account Representative supports the financial experience of patients by providing cost estimates, explaining insurance benefits, and resolving billing inquiries. This role ensures patients receive accurate, timely, and compassionate financial support while maintaining compliance with revenue cycle and organizational standards.

You will work across billing, insurance, and internal systems to research account issues, communicate financial information, and help resolve discrepancies from estimate through resolution.
What You Will Do

• Provide accurate cost estimates for medical services including clinic visits, surgical procedures, imaging, anesthesia, and durable medical equipment based on insurance benefits and clinical documentation
• Review and explain Explanation of Benefits (EOBs) to patients, clarifying coverage details and patient financial responsibility
• Respond to patient billing inquiries and research account discrepancies in coordination with billing, coding, and insurance teams
• Support resolution of outstanding balances and assist with internal collection processes following organizational policy
• Document all patient interactions, account updates, and resolutions in EHR and billing systems
• Maintain HIPAA compliance and ensure confidentiality of all patient financial information
• Deliver professional, empathetic, and timely customer service in all patient interactions

Who Thrives in This Role

• You are calm, patient, and empathetic when helping individuals who may be frustrated or overwhelmed
• You enjoy digging into details and solving complex billing or insurance-related issues
• You communicate clearly and can translate complicated financial information into simple, understandable terms
• You are organized and comfortable managing multiple accounts, priorities, and deadlines in a structured environment

Requirements

• High school diploma or equivalent required
• Previous experience in healthcare billing, insurance, revenue cycle, or call center environment preferred
• Strong understanding of medical terminology, insurance plans, and patient accounting processes preferred
• Proficiency with EHR systems, billing software, and general computer applications required