Patient Account Representative

About this role

Job Description Job Title: Patient Account Representative Department: MARS Early Out Schedule: Monday – Friday 7:00AM - 7:00PM (hours vary depending on team assignment, only one night until 7 pm is required) Location: Telework FLSA Status: Non-exempt Summary Coordinates with patients through telephone communications to address and resolve self-pay balances on behalf of the medical facility. Responds to patient inquiries regarding account status, billing concerns, payment options, and financial assistance programs while providing exceptional customer service and maintaining patient confidentiality. Assists in educating patients on available resources and payment solutions to support positive financial outcomes. Essential Duties and Responsibilities include the following. Other duties may be assigned. Answer and appropriately handle inbound patient calls. Connect with patients via outbound calls regarding outstanding balances. Respond to patient billing and statement inquiries. Offer and establish payment plans to help patients manage outstanding balances. Offer financial assistance and other available resources for patients unable to meet standard payment guidelines. Obtain detailed and accurate information necessary to relay to the medical facility for further review and resolution. Review accounts for delinquent payments and initiate final letters when applicable. Follow client-specific standard operating procedures and established company guidelines. Shadow experienced personnel to enhance job knowledge and assist with training and development. Participate in and successfully complete all company-required training programs, continuing education courses, compliance training, and professional development activities. Supervisory Responsibilities This job has no supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data. Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps up to date on current developments; requires minimal supervision; displays understanding of how job relates to others. Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed. Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goal

Skills and categories