PATIENT COLLECTIONS REPRESENTATIVE

SIGNATURECARE EMERGENCY CENTER MASTER•Houston, TX

6d•$17 - $19•Onsite

About The Position

The Patient Collections Representative is a high-impact communicator dedicated to handling patients’ questions, complaints, billing issues, and claims processing questions. The Patient Collections Representative explains the billing process in detail and addresses any other patient billing concerns. This position will serve as the primary point of contact for self-pay and post-insurance balances, arranging payment plan options, and is responsible for documenting all patient interactions in the appropriate PM software. This role requires a blend of analytical accuracy to ensure billing statements are correct and to provide a supportive, seamless experience for the patient while navigating through the financial complexities of their healthcare journey.

Requirements

High School Diploma or G.E.D. equivalent.
3+ years of professional experience within a medical call center environment.
Proficient in Windows OS and Microsoft Office, Word, Excel, and Google Sheets.
Ability to multitask while simultaneously managing phone calls.
Accurate typing speed of 40 WPM.
Proven ability to interpret and explain Explanation of Benefits (EOB) documents.
Exceptional verbal and written communication skills.
Strong analytical and problem-solving capabilities.
Experienced in de-escalation techniques for resolving difficult patient interactions.
Self-motivated with a positive attitude and a commitment to teamwork.

Responsibilities

Facilitate the recovery of outstanding patient balances by managing high-volume inbound and outbound calls in a professional, goal-oriented environment.
Evaluate patient accounts to determine eligibility for payment plans, financial assistance, or charity care based on established organizational policies.
Utilize persuasive communication and active listening to secure immediate payments or set up structured payment plan options while maintaining a positive patient experience.
Research and resolve billing discrepancies by reviewing insurance Explanation of Benefits and coverage eligibility to ensure accurate patient balances.
Maintain accurate and detailed records of all collection efforts, payment arrangements, and patient interactions within the billing system to ensure a clear audit trail.
De-escalate complex billing disputes using clear, simple language to educate patients on their financial responsibilities and the explanation of benefits.
Consistently achieve individual and team production targets related to cash collection goals and call quality KPIs for efficiency, production, accuracy, and customer satisfaction within a high-speed call center environment.
Maintain excellent attendance and productivity while navigating diverse, high-complexity interactions daily.