Patient Account Representative

Mindpath Health•Durham, NC

2d•$19 - $24•Remote

About The Position

At Mindpath Health, we’re on a mission to make mental health care more accessible and more human. As a national leader in mental health services, we empower our clinicians, support our teams, and prioritize care that helps people truly thrive. The Patient Account Representative (PAR) is a vital member of the Revenue Cycle Management team and serves as the primary point of contact for patients with billing-related questions or concerns. This role supports patients by resolving inquiries related to insurance, billing, and payments while delivering an exceptional, empathetic customer experience. The PAR navigates multiple EMR and web-based systems, applies critical thinking to resolve complex issues, and communicates clearly to set expectations and drive resolution. This is a remote, full-time position (40 hours per week, Monday–Friday). Start times vary based on business needs, as Mindpath Health supports patients across multiple states.

Requirements

High school diploma or equivalent required.
2+ years of recent experience in patient-facing revenue cycle or customer service roles, preferably in healthcare.
1+ year of experience in a remote or hybrid work environment.
Experience with EMR/EHR or practice management systems required; AdvancedMD and NextGen preferred.
Basic knowledge of the healthcare revenue cycle, including claims processing, ICD-10, CPT, and reimbursement methodologies.
Proficiency with Microsoft Office (Outlook, Excel, SharePoint).
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to build rapport with patients and staff.
Calm, professional demeanor with proven de-escalation skills.
Exceptional attention to detail and ability to prioritize in a fast-paced environment.
Sound judgment and critical thinking in resolving customer concerns.
Collaborative, team-oriented mindset, especially in a remote setting.
Ability to maintain strict confidentiality of all personal and health-related information.

Responsibilities

Serve as the first point of contact for patients calling with billing, insurance, or payment questions in a high-volume call center environment.
Deliver empathetic, professional, and solutions-focused customer service while owning each inquiry through resolution.
Analyze patient accounts to identify errors, explain balances, and determine next steps for resolution.
Educate patients on insurance, billing processes, payment options, and Mindpath Health policies.
Utilize de-escalation techniques to calmly and effectively support frustrated or upset callers.
Collaborate cross-functionally with internal teams, acting as a patient advocate to drive timely resolution.
Clearly communicate next steps to patients, including claim resubmissions, insurance outreach, or payment plans.
Respond to written patient inquiries with clear, professional communication.
Accurately document call details, actions taken, and outcomes in all systems.
Prioritize urgent or time-sensitive requests and escalate broader trends or systemic issues to leadership.
Consistently meet or exceed established quality, productivity, and schedule adherence standards.
Contribute to a collaborative, positive team environment and support onboarding of new team members.
Identify opportunities to improve patient experience, team efficiency, and workflows.
Comply with all Mindpath Health policies, including strict patient privacy and confidentiality requirements.