Patient Account Rep (Self Pay) POST NUMBER: 482407

Patient Account Representative (Self Pay)

Overview

We are placing a Patient Account Representative on behalf of a well-established community hospital in the South Bay area. This is a temporary engagement covering a leave of absence, with a strong likelihood of extension and conversion to a permanent role. Reporting to the Director of Revenue Cycle, this person will serve as a direct point of contact for patients calling in about their billing statements, working to deliver excellent customer service while driving collections on every call.

Key responsibilities

• Answer inbound patient calls regarding billing statements, account balances, and billing discrepancies in a timely and professional manner
• Interpret and explain patient insurance benefit information including amounts allowed, paid, and owed by the patient
• Collect payments or set up payment plans at the conclusion of each call
• Provide guidance on financial assistance programs when applicable
• Perform outbound follow-up calls on patient balances prior to accounts being sent to collections when inbound volume permits
• Update and correct demographic, insurance, and account information based on verified patient data
• Document all patient interactions promptly and accurately
• Adhere to credit and collections policies and escalate issues to the Lead Patient Account Representative as needed
• Maintain working knowledge of payer requirements and communicate relevant information to patients and internal departments

Qualifications and requirements

• Experience in a hospital business office, medical office, or collections agency strongly preferred
• Ability to explain insurance concepts including EOBs, deductibles, and patient responsibility clearly and empathetically to patients
• Comfortable with collections and asking for payment in a professional and respectful manner
• Strong communication and customer service skills with an ability to manage call volume efficiently
• Proficiency with PC and basic computer applications required; Oracle or Epic experience a plus
• Ability to work on-site five days per week in Torrance