Patient Accounts Representative (Full-Time)

The Iowa Clinic•West Des Moines, IA

5d•Onsite

About The Position

The ideal candidate will respond to various questions or concerns about patient medical bills via incoming and outbound phone calls, emails and live chats. This role uses systems to research accounts, explain charges, and resolve disputes. Strong conflict-resolution skills, attention to detail, and empathy are essential. Wondering what a day in the life of a Patient Accounts Representative at The Iowa Clinic might look like?

Requirements

Demonstrate ability to effectively communicate both orally and in writing.
Must be proficient in Microsoft applications including Word, Excel, Outlook, etc. in addition to keyboarding and 10-key.
Requires organizational and self-motivational skills with ability to prioritize and manage multiple tasks.
Ability to manage patient phone calls and billing inquiries from a multi-line phone system.
Demonstrate patience and understanding to ensure customer satisfaction.
Ability to remain calm in stressful situations and focused amid constant interruptions in a fast-paced environment.
Excellent attention to detail with a focus on accuracy and quality.
High school diploma or equivalent.
Minimum 2 years’ previous experience working in a medical office or billing environment with healthcare billing, insurance, or patient collections required.
Awareness of medical terminology required.

Nice To Haves

You love exceeding people’s expectations while primarily being on the phone
You enjoy having fun where you work
Finding meaningful connections is what you live for

Responsibilities

Handle high-volume inbound/outbound calls, emails, and chats to address billing questions and collect payments
Research patient accounts in practice management and payer portals; verify benefits and explain charges
Process and post payments, refunds, and adjustments; generate and send itemized statements
Negotiate payment plans, de-escalate conflicts, and resolve disputes on first contact
Document all interactions, payment agreements, and account updates promptly
Monitor collection queues and aging reports; follow up on pending tasks
Ensure HIPAA and billing regulation compliance; flag and escalate coding or insurance errors
Collaborate with insurance, clinical, and revenue cycle teams on complex cases

Benefits

One of the best 401(k) programs in central Iowa, including employer match and profit sharing
Employee incentives to share in the Clinic’s success
Generous PTO accruals and paid holidays
Health, dental and vision insurance
Quarterly volunteer opportunities through a variety of local nonprofits
Training and development programs
Opportunities to have fun with your colleagues, including TIC night at the Iowa Cubs, employee appreciation tailgate party, Adventureland day, State Fair tickets, annual holiday party, drive-in movie night
Monthly departmental celebrations, jeans days and clinic-wide competitions
Employee rewards and recognition program
Health and wellness program with up to $350/year in incentives
Employee feedback surveys
All employee meetings, team huddles and transparent communication