Patient Account Representative

VARIETY CARE INC•Oklahoma City, OK

36d•Onsite

About The Position

The Patient Account Representative manages self-pay patient accounts by ensuring account accuracy, reviewing financial documentation, applying financial assistance programs, and helping patients resolve outstanding balances. The role supports accurate patient billing and helps eligible patients access available financial assistance and payment options. As a primary point of contact for patients regarding self-pay accounts, the representative collaborates with Revenue Cycle staff to improve collections, reduce self-pay accounts receivable, and provide an exceptional patient financial experience. The position is office-based and reports to the Manager of Revenue Cycle Management. It has no direct reports. The role requires a high school diploma or GED and one to two years of customer service experience in an office or healthcare environment.

Requirements

High school diploma or GED equivalent.
One to two years of customer service experience in an office or healthcare environment.
Strong attention to detail.
Excellent verbal communication and customer service skills.
Basic computer proficiency.
Ability to navigate multiple software systems.
Strong organizational and documentation skills.

Nice To Haves

Experience working with patient accounts, collections, or financial assistance programs.
Customer service experience in a medical office.
Experience with patient financial assistance programs.
Healthcare billing experience.
Bilingual English/Spanish skills.
Basic knowledge of insurance, CPT coding, and medical terminology.

Responsibilities

Review self-pay encounters for accuracy before patient statements are generated.
Review documentation to ensure appropriate discounts are applied, including verification of Sliding Fee Scale applications and proof of income.
Make billing corrections and account adjustments to ensure accurate patient balances and timely reimbursement.
Validate patient financial information and maintain accurate self-pay account records.
Request, collect, scan, and upload documentation required for financial assistance and account processing.
Review patient accounts for compliance with organizational financial assistance policies.
Respond to patient inquiries about account balances, insurance benefits, deductibles, copayments, and financial responsibilities.
Educate patients about available financial assistance programs and eligibility requirements.
Help patients complete financial assistance applications and collect required documentation.
Coordinate payment arrangements with Patient Account Resolution Specialists.
Answer incoming calls about patient billing, balances, payment plans, and financial assistance.
Provide professional and compassionate customer service while resolving patient account concerns.
Coordinate with Claims Resolution Specialists and Coders to investigate denied claims, credit balances, and account discrepancies.
Assist front office staff with patient billing and eligibility questions.
Monitor self-pay account activity and identify trends or recurring issues that affect reimbursement.
Track and communicate ongoing billing issues and process improvement opportunities to the Patient Account Manager and Director of Revenue Cycle Management.
Maintain current knowledge of organizational financial assistance programs, billing policies, and payer requirements.
Maintain complete, accurate, and timely documentation in the electronic medical record and billing systems.
Protect patient confidentiality and comply with HIPAA and organizational policies.
Comply with Medicare, Medicaid, and organizational billing requirements.
Participate in quality improvement initiatives, departmental meetings, and special projects.
Meet established productivity, quality, and timeliness expectations.
Support organizational initiatives that improve patient access, patient satisfaction, and financial performance.
Perform other duties as assigned.