Patient Account Representative

Job Description

Job Summary:

The Patient Account Representative is a key member of our revenue cycle team, responsible for being the primary point of contact for inbound and outbound calls related to patient accounts. The ideal candidate will deliver exceptional customer service while ensuring accounts are handled accurately and efficiently.

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Key Responsibilities:

· Respond to inbound patient calls and place outbound calls related to billing, payments, and insurance inquiries.

· Review and analyze patient accounts for accuracy and completeness, resolving any discrepancies. Clearly explain charges, account balance and collect payments, to ensure first call resolution.

· Process payments, and set up payment plans in accordance with company policies.

· Verify insurance information and assist in the resolution of claim denials or delays. Communicate reported issues to allow management to address at a higher level.

· Educate patients on their insurance benefits, out-of-pocket responsibilities, and payment plan options.

· Maintain accurate and detailed records of all account activity and communications.

· Ensure compliance with HIPAA regulations and all other applicable regulations and policies.

· Collaborate with other revenue cycle team members departments to resolve complex account issues accurately and timely.

· Meet departmental metrics and standards related to call handling, account resolution, and customer satisfaction.

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Qualifications:

· High school diploma or GED required

· 1-2 years of experience in healthcare billing, patient financial services, and/or a healthcare call center environment preferred.

· Computer experience, and basic knowledge of Commercial, Managed Care, Medicare and Medicaid insurance is preferable.

· Knowledge of medical terminology, insurance processes, and billing practices (including ICD-10, CPT, and HCPCS) is strongly preferred.

· Familiarity with EHR/EMR systems (Athenahealth preferred but not required).

· Strong interpersonal, communication, and problem-solving skills.

· Strong analytical and problem-solving abilities with high attention to detail.

· Ability to multitask and work independently in a fast-paced, patient-focused environment.

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Working Conditions:

· Hybrid working model including both office and remote work environment.

· Requires prolonged periods of sitting and frequent use of computer and phone.

Full-time

Hybrid remote