• Patient-Facing & Customer Service Duties:

  • Serve as the primary point of contact for patients with billing inquiries, complaints, and payment needs in a patient-facing environment.
  • Provide compassionate, professional assistance to patients seeking resolution of billing issues, including in-person interactions and payment processing.
  • Collaborate with the Patient Relations department to address and resolve escalated patient complaints promptly and effectively.
  • Coordinate with patient collection vendors as needed to ensure accurate account status and resolution.
  • Support patients and management in the charity care and financial assistance application process.

• Account Research & Resolution:

  • Investigate and resolve discrepancies in payment posting, insurance denials, and unidentified cash accounts.
  • Communicate with insurance carriers, hospital and medical group personnel, and patients to clarify and correct account information.
  • Maintain detailed logs and documentation for all posting activities and account adjustments.

• Compliance & Accuracy:

  • Ensure compliance with HIPAA and organizational policies in all patient interactions and financial transactions.
  • Apply knowledge of insurance codes, denial codes, and billing procedures to maintain accuracy and minimize errors.
  • Monitor aging reports and take proactive steps to prevent delays in account resolution.

• Team Support & Miscellaneous Duties:
  • Act as a resource and backup for team members within the Revenue Cycle department.
  • Answer phones, emails, and in-person inquiries with professionalism and efficiency.
  • Contribute to continuous improvement initiatives to enhance patient financial experience and operational efficiency.

Qualifications

• High school diploma or equivalent required; Associate’s degree in Business, Finance, or Healthcare Administration preferred.
• Minimum 5 years of experience in healthcare revenue cycle, patient accounts, or related financial services.
• Strong knowledge of insurance billing, EOB interpretation, and cash handling procedures.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work in a fast-paced, patient-facing environment with high attention to detail and confidentiality.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.