Patient Account Representative - Patient Collections - Bilingual Spanish

Guidehouse•El Segundo, CA

3d•Hybrid

About The Position

The Patient Account Representative – Patient Collections (Bilingual Spanish) serves as an extension of a client’s business office staff. The representative handles incoming and outgoing calls with patients and insurance companies to resolve account balances, follows client policies and procedures, and performs related duties as assigned. This role involves heavy inbound and outbound calling, including soft collections, and requires a minimum of 75 calls per day for self-pay representatives. The representative also researches patient inquiries received by phone and mail, completes business-related requests and correspondence, updates patient demographics, initiates account adjustments, and works to resolve balances before accounts are referred to an outside collection agency. The position has a hybrid schedule: two days per week in the El Segundo, California office and three days per week working virtually from home. The shift is eight hours, scheduled between 8:30 AM and 5:00 PM Pacific Time. The listed annual salary range is $38,000 to $63,000. Compensation depends on factors including skills, experience, training, clearances, licensure, certifications, and organizational needs.

Requirements

High school diploma or GED, or three years of relevant equivalent experience in lieu of the diploma or GED.
Bilingual Spanish proficiency is required.
0–2+ years of experience in healthcare, insurance, business, finance, call center, or customer service sectors.
Working knowledge in one or more areas such as insurance claims, billing, coding, follow-up, finance, accounting, or customer service-related responsibilities.
Strong verbal and written communication skills.

Nice To Haves

Customer service skills or experience.
PC skills in a Windows environment.
Knowledge and use of desktop applications including Word and Excel.
Ability to initiate and follow through on projects and work independently with minimal supervision.
EOB knowledge is strongly preferred.
Understanding of healthcare software.

Responsibilities

Take incoming calls and make outgoing calls to patients and insurance companies to resolve account balances.
Handle heavy inbound and outbound patient collections calls, including soft collections.
Follow client policies and procedures and perform other job-related duties as assigned.
Complete business-related requests and correspondence from patients.
Meet the minimum daily call requirement of 75 calls for self-pay representatives.
Complete assigned projects in a timely manner.
Assist clients and patients with requested tasks.
Communicate areas of concern or opportunities for improvement to Guidehouse management.
Research and respond to patient inquiries received by telephone and mail.
Update patient demographic information and initiate account adjustments.
Attempt to resolve account balances before accounts are forwarded to an outside collection agency.