Patient Accounts Representative – Customer Service Rep

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for patients by responding to inquiries regarding billing, insurance processing, account balances, payment plans, and financial matters in a professional and empathetic manner.

• Advise patients on insurance coverage details, Explanation of Benefits (EOBs), payer processing timelines, denials, adjustments, payment expectations, financial options, and available payment arrangements.

• Investigate and resolve patient account inquiries by examining charges, payments, insurance activities, denials, eligibility, and account balances, utilizing payer portals, online resources, and direct communication with patients and third-party payors to facilitate timely account resolution.

• Ensure accurate maintenance of patient demographic, insurance, eligibility, and plan information in electronic health record (EHR) and revenue cycle systems to support precise registration, billing, clean claim processing, and resolution of payor-related issues and trends.

• Evaluate insurance eligibility, payer requirements, benefits, and financial clearance prerequisites to enable timely and accurate financial management activities in line with organizational policies and standard work guidelines.

• Generate precise cost-of-care estimates and communicate expected patient financial responsibilities, including deductibles, co-payments, coinsurance, self-pay balances, and other out-of-pocket costs.

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

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

• Calculate, collect, and process patient self-pay liabilities and outstanding balances using authorized secure payment methods and establish payment arrangements following organizational guidelines.

• Thoroughly document all patient interactions, account research, financial discussions, dispute activities, actions taken, findings, and resolutions within designated systems to support account follow-up, audit readiness, and operational communication.

• Effectively manage high-volume workflows, competing priorities, and interruptions while upholding quality, accuracy, and productivity standards.

• Ensure adherence to HIPAA, State and Federal regulations, payer guidelines, organizational policies, quality standards, productivity expectations, and established standard work processes.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• A minimum of 2 years of practical experience in a medical office or customer service setting.

• Call Center experience is preferred.

• Familiarity with Epic EHR is advantageous.

• Strong computer and 10-key skills with the ability to type at least 40 words per minute.

• Proficient with Microsoft Office Suite, especially in Excel and Word.

• Outstanding interpersonal communication and customer service skills are essential.

🏝️ Benefits

• Healthcare Options: PPO, HDHP, and Surest plans with a $100/month discount for being tobacco-free.

• Dental and Vision Insurance.

• 401(k) plan with Annual Employer Contributions.

• Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D insurance, legal assistance, and more.

• Employee Assistance Program (EAP): Employer-paid support for navigating life's challenges.

• Generous Paid Time Off: Up to 4 weeks of PTO at the start, increasing with tenure, plus 7 paid holidays and 2 floating holidays.