The Patient Account Representative is responsible for providing excellent service to patients by handling billing inquiries, processing payments, and resolving billing issues to completing the financial clearance process. The PAR must be able to articulate information in a manner that patients, guarantors and/or family members comprehend so they understand their financial responsibilities. The PAR provides targeted, personalized service and engages, consults and educates patients based upon their unique needs. The PAR is responsible for initial phone contact with patients, clients and insurance companies to answer billing questions and receive payment for services. Refer to Revenue Cycle management for complex inquiries for research and resolution.
- Key ResponsibilitiesRespond to patient inquiries regarding billing statements, account balances, insurance claims, and payment options via phone.
- Process patient payments, including credit card transactions, online payments, setting up payment plans, and processing financial assistance applications as appropriate.
- Explain billing processes, insurance coverages, and payment options to patients in a clear, empathetic, and professional manner.
- Research/Review Explanation of Benefits (EOB’s) that reflect payment or denial of patient medical claims in order to respond to patient inquiries.
- Accurately and concisely document patient’s account with proper feedback, call summary and any resolution provided during each call.
- Process credit card transaction with patients over the phone and correctly apply proper payment.
- Work patient correspondence with regards to address corrections, bankruptcy documents, returned mail, etc.
- Liaison with the collection department to ensure proper balances, payments or adjustments are communicated on individual patient accounts as they arise.
- Familiarity with negotiated contracts and applicable fee schedules.
- Maintain or exceed department goals related to abandon rate, call volume, answer call rate, etc.
- Assist with other related revenue cycle tasks as needed, such as contacting payment plan and patient paid direct, and self-pay patients for payment, emailing Financial Assistance Applications, etc.
- QualificationsMinimum of 3 years of experience in a customer service capacity, preferably in a healthcare related role; remote work experience preferred.
- High school diploma or GED required
- Proficiency in using medical billing software, insurance claims processes, Microsoft Office and payment handling.
- Excellent communication skills, both verbal and written, with a focus on empathy and professionalism.
- Ability to handle high volume calls.
- Strong understanding of relevant laws and regulations regarding healthcare billing, such as HIPAA compliance.
- Ability to work independently and effectively manage multiple tasks in a remote setting with strong time management and organizational skills.
The estimated hiring salary range for this position is $22/hr to $24/hr.* The actual salary will be based on a variety of job-related factors, including geography, skills, education and experience. The range is a good faith estimate and may be modified in the future. This role is also eligible for a range of benefits including medical, dental and 401Kretirement plan.
