Position Summary
The Patient Account Representative is responsible for coordinating all aspects of patient billing, collections, and account resolution for a medical laboratory environment. This position requires a thorough understanding of patient accounting, medical billing, insurance processing, reimbursement methodologies, and customer service principles.
The Patient Account Representative serves as a primary point of contact for patients regarding billing inquiries, account balances, payment arrangements, insurance information, and account resolution. This role is responsible for reviewing the status of the entire patient account and exercising sound judgment to determine the appropriate course of action to ensure timely and accurate reimbursement while maintaining exceptional customer service.
Essential Duties and Responsibilities
Patient Account Management
· Work assigned patient accounts receivable inventories efficiently and timely while maintaining departmental productivity and quality standards.
· Contact patients regarding prepayments, outstanding balances, payment arrangements, and account resolution.
· Review, monitor, research, and update patient accounts to resolve balances and maximize reimbursement opportunities.
· Analyze account activity and determine appropriate next steps based on account status and payer requirements.
· Reconcile patient account balances to ensure accuracy and proper account resolution.
Billing and Insurance Support
· Demonstrate knowledge of patient accounting, medical billing procedures, insurance claims processing, and reimbursement practices.
· Verify and update patient demographics, financial information, insurance coverage, and payer information within applicable systems.
· Communicate effectively with insurance carriers regarding claim status, payment inquiries, eligibility, and reimbursement issues.
· Utilize payer portals and online resources to research claims, verify information, and resolve account discrepancies.
· Assist in obtaining and verifying billing information required for accurate claim submission and reimbursement.
Patient Communication and Customer Service
· Maintain and manage a high volume of inbound and outbound patient calls.
· Respond to patient inquiries, correspondence, and account concerns within established service standards.
· Explain billing statements, insurance payments, adjustments, and patient financial responsibility in a clear and professional manner.
· Address patient concerns, answer questions, and provide account education while maintaining a positive customer experience.
· Establish payment arrangements in accordance with company policies and procedures.
Documentation and Reporting
· Document all patient interactions, account activities, payment arrangements, and account updates accurately within the billing system.
· Maintain spreadsheets and account notes to ensure continuity of follow-up and communication among staff members.
· Prepare patient statements, collection letters, delinquency notices, reports, and other correspondence as required.
· Ensure all account documentation is complete, accurate, and compliant with company policies and regulatory requirements.
Administrative Functions
· Process and post payments as assigned.
· Perform account audits and data quality reviews to identify and correct discrepancies.
· Assist with special projects and reporting requests related to patient accounts and collections.
· Maintain confidentiality and security of patient information in accordance with HIPAA regulations.
Required Skills and Qualifications
Education and Experience
· High School Diploma or equivalent required.
· Minimum of 2 years of experience in medical billing, patient accounting, healthcare collections, or revenue cycle management preferred.
· Experience in a clinical laboratory, diagnostic testing, physician practice, or healthcare environment strongly preferred.
Technical Skills
· Knowledge of medical billing, patient accounting, collections, insurance verification, and reimbursement processes.
· Proficiency with patient accounting systems, billing software, Microsoft Office applications, and payer portals.
· Ability to navigate multiple computer systems simultaneously while maintaining accuracy and efficiency.
Professional Competencies
· Strong communication, customer service, and interpersonal skills.
· Ability to remain calm, professional, and solution-oriented in stressful situations.
· Friendly, courteous, service-oriented, and flexible with a commitment to providing excellent patient service.
· Detail-oriented with strong organizational and time-management skills.
· Ability to work effectively under pressure while meeting deadlines and productivity goals.
· Capable of working independently with minimal supervision while managing multiple priorities.
· Strong problem-solving skills with the ability to identify issues, determine root causes, and implement appropriate solutions.
· Ability to establish and maintain effective working relationships with patients, staff, insurance representatives, and external organizations.
· Strong analytical and decision-making abilities.
Performance Expectations
· Meet or exceed established productivity and quality standards.
· Maintain accuracy in account documentation and account resolution activities.
· Achieve collection and reimbursement goals as established by management.
· Demonstrate professionalism and exceptional customer service in all interactions.
· Comply with all HIPAA, compliance, and company policies and procedures.
Equal Employment Opportunity
HealthQuest Esoteric is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace.
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
