Patient Account Representative: Business Service-Managed Care

Primary Duties and Responsibilities

The Patient Account Representative is a vital part of Hoag's revenue cycle team, acting as the primary point of contact for patients and their families regarding medical billing inquiries. In a fast-paced call center environment, this role delivers exceptional customer service, resolving patient account issues with empathy, accuracy, and professionalism, including the ability to de-escalate concerns through active listening and collaborative problem-solving.

Qualifications

• Education and Experience
• Required: High school diploma or equivalent.
• One year of hospital/medical and/or related field or high-volume call center setting, demonstrating strong customer service skills.

Responsibilities

• Handle a high volume of inbound calls to support patients with billing-related questions and account resolution.
• Assist patients with setting up payment plans, understanding balances, making payments, and applying for financial assistance.
• Manage patient inquiries across an omnichannel environment, encompassing phone, in-person interactions, email, postal mail, faxes, and electronic work queues.
• Update insurance and demographic information in the billing system to ensure account accuracy.
• Generate and mail requested documentation, including itemized bills, receipts, and financial correspondence.
• Document all actions and interactions clearly and accurately in the appropriate systems.
• Collaborate with departments across the organization to resolve patient account issues.
• Attain and sustain established performance metrics, including productivity, call handling, and quality assurance standards.
• Maintain confidentiality and comply with all hospital, state, and federal regulations including HIPAA.