Patient Experience & Billing Representative II

Merakey • Philadelphia, PA

10h • $24 - $28 • Onsite

About The Position

The Patient Experience Representative II plays a key role in delivering a seamless, patient-centered front office experience. This advanced position also serves as a liaison with the organization’s external billing partner to resolve front desk-related billing issues.

Requirements

• High school diploma or equivalent required, associate degree or higher preferred.
• Minimum of 5 years of experience in a healthcare front office and customer services.
• Experience with EHRs (preferably eClinicalWorks) and patient scheduling systems.
• Demonstrated experience in peer training, EHR use, and reporting functions.
• Strong working knowledge of front-end billing workflows and insurance coordination.
• Proficient in Office 365 and reporting tools for tracking patient and billing data.

Nice To Haves

• Strong leadership, technical proficiency, and organizational skills
• Ability to serve as a vital link between clinical, administrative, and billing operations
• Excellent communication and organizational skills; detail-oriented with a focus on problem-solving.

Responsibilities

• Welcome and check in all patients, maintaining a courteous and professional environment
• Guide patients through kiosk check-in and navigation of the EMR patient portal (e.g., Healow)
• Verify demographics and insurance; collect co-pays and outstanding balances
• Schedule and manage appointments in alignment with clinic flow and provider preferences
• Provide accurate information regarding clinic services, billing policies, and sliding fee programs
• Manage incoming calls, messages, and paperwork with a focus on timely resolution
• Assist with insurance verification and prior authorizations as needed
• Maintain compliance with HIPAA and all privacy/confidentiality protocols
• Participate in outreach events or site-based initiatives to support patient access
• Monitor scheduling of appointments for special Merakey initiatives and community organization programs, ensuring coordination, tracking, and communication across departments
• Train front office staff on Electronic Health Record (EHR) systems
• Generate daily and weekly performance reports
• Schedule pharmaceutical meetings
• Coordinate special appointment scheduling with internal and external program partners
• Partner with billing company to resolve front desk errors (e.g., authorizations, insurance, demographics)
• Track recurring issues and escalate systemic problems
• Review claim edits and rejections tied to front desk data
• Share updates with staff to improve processes
• Ensure documentation accuracy for audit readiness
• Train new front desk staff on EHR workflows and billing protocols
• Conduct refresher sessions to maintain compliance
• Act as point person for minor EHR troubleshooting and escalate complex issues
• Generate and distribute daily check-in, copay, and no-show reports
• Support weekly reporting for front office metrics and patient access KPIs
• Maintain outreach and appointment tracking lists for quality initiatives
• Schedule and confirm pharmaceutical representative visits per policy
• Maintain vendor meeting calendar and ensure compliance with protocols
• Communicate meeting details to providers and coordinate materials
• Other duties as assigned.

Benefits

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay -- access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees