PATIENT ACCOUNTS REPRESENTATIVE

VALOR HEALTH•Emmett, ID

1d•Onsite

About The Position

The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.

Requirements

High school diploma or equivalent
Experience in hospital or physician office business office, medical billing, or collections
Strong customer service and communication skills (verbal and written)
Ability to handle sensitive financial conversations with professionalism and empathy
Strong organizational skills and attention to detail
Ability to prioritize tasks and work in a fast-paced environment
Proficiency in Microsoft Office (Word, Excel, Outlook)
Ability to work independently and as part of a team

Nice To Haves

Experience with patient financial assistance programs
Experience with EHR or billing systems (Cerner preferred)
Bilingual (Spanish) preferred but not required
Ability to flex schedule based on workflow needs

Responsibilities

Manage assigned self-pay patient account caseload and work assigned account queues efficiently and accurately.
Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.
Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
Educate patients on available financial assistance programs and payment options.
Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.
Provide professional, compassionate, and solution-oriented service to patients and guarantors.
Address patient inquiries regarding billing, payments, and financial options.
Maintain confidentiality and discretion in all communications.
Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
Ensure compliance with fair billing and collection practices, including pre-collection screening requirements.
Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.
Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
Update patient demographic and financial information as needed to ensure accurate billing and communication.
Meet established productivity and performance benchmarks, including: Accounts worked per day, Outbound call activity, Cash collections, Payment plan setup rates, Financial assistance application support.
Participate in department meetings, training, and quality improvement initiatives.
Maintain effective working relationships with patients, staff, and other departments.
Perform other duties as assigned.