Patient Financial Services Representative

Whitman Hospital and Medical Clinics•Colfax, WA

1d•Onsite

About The Position

The Patient Financial Services Representative is responsible for managing the full life cycle of a patient account, from pre-visit through final resolution. This includes working closely with patients, internal departments, other providers, and insurance payers to ensure accurate billing, timely reimbursement, and a positive financial experience for patients. This role supports hospital and clinic services in a Critical Access Hospital (CAH) environment and requires an understanding of payer benefits, revenue cycle workflows, and customer service excellence. The Patient Financial Services representative serves as a key point of contact for both patients and providers, ensuring accounts are handled accurately, efficiently, and compassionately.

Requirements

High school diploma or GED
Excellent customer service experience
Strong computer skills in data entry, and knowledge of Microsoft Office Suite

Nice To Haves

Minimum of 1 years of hospital billing experience.
Understanding of patient benefits and hospital billing workflows.
Experience handling payments, cash posting, or financial transactions
Working knowledge of Epic
Experience in patient facing hospital position

Responsibilities

Serve as a primary point of contact for patient billing inquiries, providing clear and compassionate communication
Inform and assist patients with good faith estimates and prepayments prior to services
Educate patients on their financial responsibility, insurance coverage, and payment options
Assist patients with payment arrangements, financial assistance, and charity care processes
Resolve patient concerns promptly while maintaining a high level of professionalism and empathy
Monitor and review all Self-Pay Work Queues including Null, Follow-Up, Pre-Collect, Payment Plan, Pre-collect payment, Credit balance, Employee Review, Returned Mail, and Charity care
Review and audit all uninsured accounts to ensure eligibility for insurance or charity care coverage and to establish payment plans
Escalate patient concerns as needed to Medical Biller or leader as appropriate
Research and resolve denials related to coordination of benefits, eligibility, or denials for patient information requested by the payer.
Identify trends and collaborate with internal teams to prevent recurring issues
Utilize Epic HB work queues, dashboards, and reporting tools to manage daily duties and A/R workload.
Maintain clear and compliant account documentation within Epic
Identify Epic workflow issues or system errors impacting billing and reimbursement.
Participate in Epic upgrades, testing, and optimization efforts related to hospital billing and reimbursement.
Utilized Epic workflows to investigate and document all patient and guarantor activities
Ensure billing practices comply with CMS, Medicare, Medicaid, State and payer regulations.
Support audits, payer reviews, and medical record requests related to hospital claims.
Assist leadership with data gathering and documentation related to cost report preparation and reimbursement analysis.
Adhere to hospital policies, HIPAA requirements, and billing compliance standards.
Provide cross-coverage within the Patient Financial Services or Patient Access teams as needed.
Assist with patient billing inquiries related to hospital accounts in a professional and compassionate manner.
Participate in department meetings, training, and performance improvement initiatives.