Front Desk - Patient Financial Services
About The Position
The Customer Service Representative provides professional, compassionate, and responsive customer service to patients throughout their financial journey. The position assists patients with billing questions, account balances, payment options, insurance-related questions, and other financial concerns through in-person, telephone, email, and electronic communication. The role monitors and works assigned self-pay accounts and work queues, researches account issues, coordinates with internal departments and insurance representatives, and documents communications and resolutions in Epic and other applicable systems. It also processes payments and correspondence, prepares daily bank deposits, performs mail runs and routine departmental duties, and maintains petty cash documentation. The representative protects patient confidentiality and follows HIPAA requirements, organizational policies, and applicable regulations, while contributing to departmental projects and process improvement activities. The work schedule is Monday through Friday, 8 a.m. to 5 p.m. The base pay range is $21.31–$30.54 per hour; pay may vary based on job-related knowledge, skills, and experience.
Requirements
- High school diploma or equivalent.
- Previous customer service experience.
- Strong communication, computer, organizational, and problem-solving skills.
- Ability to handle sensitive financial conversations with empathy, discretion, and professionalism.
- Strong customer service and communication skills when working with patients, colleagues, insurance representatives, and other customers.
- Strong organizational, problem-solving, and time-management skills, with attention to detail and accuracy.
- Ability to prioritize multiple responsibilities, work independently, and collaborate effectively as part of a team in a fast-paced environment.
- Proficiency with computers and electronic systems, including Microsoft Office, Outlook, Excel, Epic, or other applicable electronic medical record and revenue cycle systems.
- Ability to accurately research, document, and retrieve patient and account information within applicable systems.
Nice To Haves
- Healthcare, medical billing, Patient Financial Services, registration, or collections experience.
- Knowledge of medical terminology, insurance terminology, and healthcare revenue cycle processes.
Responsibilities
- Monitor and work assigned self-pay accounts and work queues to ensure timely follow-up and resolution of outstanding balances.
- Assist patients with billing, account balances, payments, insurance, financial assistance, and other account-related questions through in-person, telephone, email, MyChart, and other approved communication methods.
- Review and research patient accounts and coordinate with internal departments, insurance representatives, or other resources to resolve account issues.
- Document patient communications, account activity, follow-up actions, and resolutions in Epic and other applicable systems.
- Accept and accurately process patient payments and prepare daily bank deposits according to established policies and procedures.
- Process incoming and outgoing correspondence, including scanning and routing documents to the appropriate Patient Financial Services team member for follow-up.
- Perform daily mail runs and other routine departmental operational duties.
- Maintain petty cash and related documentation according to organizational policies and procedures.
- Protect patient confidentiality and comply with HIPAA, organizational policies, and applicable regulatory requirements.
- Participate in departmental projects, process improvement activities, and other assignments as directed.
- Maintain punctual and regular attendance and be present for scheduled shifts.
Benefits
- Medical, vision, and dental coverage
- Health Savings Account
- Paid Leave Time
- Employer-paid life insurance
- Long-term disability
- Retirement plan with employer matching contributions
- Voluntary life insurance, critical illness insurance, accident insurance, and short-term disability
- Services discount
- Employee Assistance Program resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
