Patient Accounts Collections Specialist

CUMBERLAND FAMILY MEDICAL CENTER IN•Russell Springs, KY

2d•Onsite

About The Position

Cumberland Family Medical Center is looking for a compassionate and detail-oriented Patient Account Representative to join our team. In this role, you’ll help patients navigate the financial side of healthcare with empathy and professionalism—making a real difference in their experience and peace of mind. Cumberland Family Medical Center (CFMC) operates a Federally Qualified Health Center (FQHC) offering a wide range of health and social services at multiple sites throughout Kentucky. We seek employees who support our mission and who actively contribute to our service-driven environment by enhancing patient experience and improving productivity. CFMC offers compassionate care, uncompromising service and clinical excellence. We offer a collaborative environment with excellent benefits, wage/salary commensurate with experience and relevant work experience. Summary of Duties: Responsible for identifying patient accounts with overdue balances, contacting patients to collect payments and discuss payment options, screening for financial assistance, assisting patients with billing questions, setting up and maintaining payment plans.

Requirements

High School Diploma or GED.
Excellent customer service skills, including oral and written communication, telephone etiquette, and negotiation skills.
Excellent soft skills and professionalism in assisting patients and explaining account details.
Knowledge of medical billing procedures and processes.
Knowledge of basic medical billing terminology.
Knowledge of business office procedures.
Ability to operate a computer and basic office equipment.
Competency in basic computer functions such as MS Word, Excel and email.
Ability to read, understand and follow oral and written instructions.
Ability to establish and maintain effective working relationships with patients, employees and the public.
Ability to communicate professionally and effectively, orally and by various written methods.
Must be well organized and detail-oriented.
Physical ability to do light lifting, bending and stretching.

Responsibilities

Monitors accounts to identify and collect overdue balances.
Contacts patients to discuss overdue balances and payment options.
Evaluates patient’s financial status, including insurance, Sliding Fee Scale and Prompt Pay eligibility.
Sets-up patient payment plans, monitors payment status and maintains spreadsheet of payment activity.
Answers billing questions from patients, identifies potential patient billing issues, and refers issues to appropriate staff if unable to resolve.
Receives and posts credit card payments taken via telephone.
Provides back-up phone coverage for incoming calls.
Runs reports or compiles data for reporting, as required.
Reports suspected or identified billing/payment issues to PFS Director.
Participates in educational events, monthly staff meetings and other scheduled activities.
Conducts self in accordance with CFMC’s policies, procedures and employee manual.
Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations.
Other duties as assigned.