Patient Account Representative, Patient Financial Services - Customer Service, Days, Fully Remote

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Job Overview

The Patient Account Representative in Patient Financial Services at Norton Healthcare is primarily responsible for delivering exceptional customer service while managing patient accounts. This role involves assisting patients with billing inquiries, resolving discrepancies, and providing information on financial assistance programs. The representative will support the overall mission of Norton Healthcare to improve health and wellness by ensuring that patients have a clear understanding of their financial obligations and options. Furthermore, this position demands a keen attention to detail and strong communication skills to ensure a positive experience for patients.

Job Responsibilities

• Manage inbound and outbound calls to resolve patient inquiries related to billing and account status.
• Assist patients in understanding their insurance benefits and out-of-pocket expenses.
• Process and document financial assistance applications, maintaining confidentiality and compliance with regulations.
• Address and resolve discrepancies in patient accounts, ensuring accurate billing.
• Provide education on financial policies, payment plans, and available resources to patients.
• Coordinate with insurance companies to clarify details related to claims and payments.
• Advise patients on options for settling balances, including payment arrangements.
• Maintain accurate records of patient interactions and transactions in the database.
• Participate in ongoing training and development to enhance knowledge of healthcare financial services.

Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree in finance, healthcare administration, or related field preferred.
• Minimum of two years experience in a customer service role, preferably within the healthcare or financial services sector.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience with healthcare billing software.
• Strong understanding of medical billing processes and insurance policies.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Ability to handle stressful situations and resolve conflicts effectively.
• Detail-oriented with strong organizational and time management skills.

Technologies & Tools

This position utilizes a variety of technologies and tools including electronic health record (EHR) systems, billing software, and customer relationship management (CRM) platforms. Familiarity with these tools is essential, as they are integral to tracking patient interactions, managing account information, and ensuring accurate billing processes.

Ideal Candidates

The ideal candidate for the Patient Account Representative role should possess a proactive mindset and demonstrate a commitment to delivering exceptional customer service. Strong interpersonal skills and empathy are essential, along with the ability to work independently and collaboratively as part of a team. A successful candidate will also be adaptable, with the ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism in all communications.