Patient Account Customer Service Representative

Proliance Rainier Orthopedic Institute is committed to delivering exceptional outcomes through diverse perspectives. The Patient Accounts Customer Service Representative plays a critical role in the Revenue Cycle team by providing exceptional service to patients while managing account inquiries and billing questions.

Responsibilities:

• Answer incoming patient phone calls in a professional, courteous, and timely manner while providing accurate information regarding billing, balances, payments, and account status
• Respond to voicemail messages and make outbound calls to patients to resolve outstanding balances, discuss account discrepancies, and assist with payment-related inquiries
• Review patient accounts for accuracy, ensuring demographic, insurance, and claim information is complete and correct prior to billing
• Process patient payments securely and accurately while maintaining compliance with organizational policies and payment handling procedures
• Manage self-pay credit balances by reviewing accounts, determining appropriate resolution, and requesting patient refunds as needed
• Perform follow-up on outstanding patient accounts receivable balances to ensure timely resolution and payment collection Process bad debt
• Maintain detailed and accurate account notes for all patient interactions and account activity
• Complete duties and assist others as directed
• Must follow all policies as introduced during new teammate On-Boarding, updated real-time and outlined in Teammate Handbook

Requirements:

• High School diploma or GED
• Minimum 1-2 years' experience within a medical office, healthcare billing, or revenue cycle environment required
• Strong customer service skills with the ability to communicate empathetically and professionally with patients regarding financial matters
• Excellent verbal and written communication skills
• Knowledge of medical billing terminology, insurance processes, and patient account workflows
• Ability to work independently while following detailed instructions and established procedure
• High level of attention to detail and commitment to accuracy
• Ability to effectively use Office equipment
• Basic knowledge of Microsoft Office Word and Outlook
• Understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA)
• Using time efficiently, with meticulous attention to detail, accuracy, and completion
• Ability to manage multiple factors for the best result
• Resourcefulness in addressing first level problems and tenacity to see things through to solution
• Ability to remove oneself personally from given situations, remaining objective
• Able to adapt to change, delays or unexpected events while maintaining a positive mindset
• Clear oral and written communication
• Ability to provide feedback to improve performance
• Self-motivated; able to work following specific guidelines and in accordance with detailed instructions; measure self against standard of excellence, overcome obstacles and challenges with little supervision
• Experience handling high call volumes in a customer service environment preferred
• Experience with Nextgen and SIS Billing Systems a plus
• Knowledge of insurance billing, patient balances, and account reconciliation processes preferred