RCM Call Center Representative – Patient Accounts, Collections

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

📋 Description

• Oversee designated patient accounts receivable, including follow-up on outstanding self-pay balances.

• Initiate and receive calls to patients concerning their balances, statements, payment alternatives, and resolution of accounts.

• Gather payments through approved methods and accurately record transactions in the Practice Management system.

• Establish, maintain, and oversee compliant payment plans.

• Process patient refunds and conduct follow-up as necessary.

• Address clinic requests related to patient balances, billing inquiries, or account corrections.

• Examine patient accounts to verify the accuracy of charges, payments, adjustments, and insurance processing.

• Analyze and explain Explanation of Benefits to clarify insurance determinations, denials, patient responsibilities, and payer adjustments.

• Utilize knowledge of commercial, Medicare, and Medicaid payer policies when responding to patient queries.

• Detect billing discrepancies and escalate issues appropriately.

• Deliver clear, empathetic, and professional communication regarding sensitive financial matters.

• Inform patients about billing statements, timelines for insurance processing, and their financial obligations.

• Manage escalated or intricate patient inquiries related to balances or insurance clarifications.

• Keep detailed and accurate notes of account documentation, including patient interactions and actions taken.

• Ensure collection practices adhere to federal and state regulations, organizational policies, and Financial Assistance Program guidelines.

• Follow established call handling, scripting, and documentation standards.

• Safeguard patient confidentiality and comply with HIPAA regulations.

• Achieve or surpass performance goals tied to call volume, collections, payment plans, and account resolutions.

• Engage in quality reviews, coaching sessions, and ongoing training.

• Collaborate with colleagues and supervisors to enhance workflow efficiency and achieve service level objectives.

• Execute additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 1–2 years of experience in healthcare billing, patient collections, or a medical call center environment.

• Proficient in managing patient A/R and self-pay balances.

• Capability to read and comprehend EOBs and patient billing statements.

• Fundamental knowledge of major payer types and basic payer policies.

• Experience utilizing a Practice Management (PM) system.

• Excellent verbal communication, customer service, and conflict-resolution abilities.

• Reliable high-speed broadband internet connection necessary for remote work.

• Experience in a multi-specialty or clinic-based healthcare environment is preferred.

• Familiarity with Financial Assistance Programs (FAP) and compliance with payment plans is preferred.

• Previous experience handling refunds and account adjustments is preferred.

• Strong preference for experience with RingCentral (VoIP) and Allscripts (PM/EHR) systems.

• Proficiency in Microsoft Office applications (Outlook, Word, Excel, Teams) preferred.

• Strong attention to detail and accuracy in tasks.

• Empathetic and professional communication style.

• Ability to simplify complex billing and insurance concepts for easy understanding.

• Time management skills and the ability to prioritize tasks effectively.

• Comfort in managing sensitive financial discussions.

• Proficiency with call center systems and Microsoft Office applications.

• Capacity to lift up to 50 pounds.

• Ability to push or pull heavy objects with a force of up to 50 pounds.

• Capability to sit or stand for extended durations during training sessions or on-site support.

• Ability to utilize fine motor skills for operating office equipment and/or machinery.

• Capability to receive and comprehend instructions both verbally and in writing.

• Ability to apply logical reasoning for solving simple and complex problems.

• Willingness to travel to multiple locations as needed to meet business requirements.

🏝️ Benefits

• Competitive salary along with a comprehensive benefits package.

• Health insurance coverage.

• Retirement plan options.

• Paid time off for relaxation and recovery.

• Opportunities for professional development and growth.

• A collaborative and inclusive workplace culture focused on employee well-being.

• Chances for advancement within the Revenue Cycle Management department.

• A thorough training program to enhance skills and knowledge.