EMS Patient Account Representative

Superior Air-Ground Ambulance Service•Elmhurst, IL

13d

About The Position

The EMS Patient Account Representative works directly with patients and their health insurers to resolve open account balances. The role may involve using payer portals to check claim status, updating insurance policies and ICD-10 codes, working with CMS-1500 forms, communicating with attorneys, and processing payments. Representatives conduct insurance verification as needed and must complete prebilling training to qualify for the role. This position handles patient billing inquiries and account resolution, verifies coverage, audits billing, processes correspondence, collects outstanding balances, and bills insurers through paper claims according to individual payer guidelines. It requires professional communication, accurate data entry, attention to detail, and the ability to work independently and as part of a group. Spanish fluency is required.

Requirements

At least two years of experience in customer care, account management, or a similar role.
Fluency in Spanish.
Ability to read and understand an Explanation of Benefits (EOB) or Electronic Remittance Advice (ERA).
Understanding of the difference between rejections and denials and of how to work accounts.
Computer literacy and typing speed of at least 45 WPM.
Experience working in an active office environment.
Ability to work with two monitors and split screens while operating multiple sites simultaneously.
Ability to sit or stand for at least eight hours in an office environment.
Ability to use Word, Excel, email, chat applications, workflow sites, and other software applications.
Ability to read, comprehend, and apply job-related rules, policies, and procedures.
Excellent verbal communication skills.
Ability to multitask and manage periods of high call volume.
Positive, can-do attitude and good judgment, including the ability to de-escalate.
Ability to receive and implement feedback.

Nice To Haves

College education is preferred but not required.
Healthcare knowledge is preferred.

Responsibilities

Place and receive calls about billing, insurance questions, and other patient service activities.
Process accounts according to the actions required to resolve account balances.
Communicate with callers, including customers, agencies, facilities, and hospitals.
Use open communication and one-step resolution practices for clients and patients.
Research patient accounts to verify health insurance coverage.
Audit patient accounts to confirm that proper billing procedures were followed.
Screen and professionally respond to emails, faxes, mail, and other correspondence.
Maintain accurate data entry and consistent attention to detail.
Collect outstanding balances and identify, address, and resolve account discrepancies in accordance with company and billing policies and procedures.
Follow insurance and local, state, and federal billing requirements.
Complete tasks efficiently both individually and in a group environment.
Handle assigned correspondence and other duties assigned by managerial staff.
Scan and enter information from hospital faxes to update accounts for billing.
Bill insurance using paper claims and follow individual payer guidelines.
Review patient mail and attach documents containing verifiable information to patient accounts.
Conduct insurance verification as needed.
Complete required prebilling training.