Patient Accounts Representative

Overview

The Patient Accounts Representative is responsible for delivering exceptional customer service in all interactions, handling patient account inquiries from patients, families, and insurance companies, and resolving concerns whenever possible. This role actively promotes MyChart usage, manages incoming calls with efficiency while maintaining low abandonment rates, and completes rotator tasks as scheduled. Additionally, the Patient Accounts Representative ensures accurate account status and insurance coverage updates to facilitate timely billing while addressing MyChart CRM requests daily.

Responsibilities

• Provide superior customer service in all interactions

• Answer telephone calls from patients, families, and insurance companies regarding patient accounts

• Resolve patient concerns when possible and refer accounts for additional follow-up if needed

• Promote MyChart usage with every call

• Rotate out of the ACD System weekly to complete assigned rotator tasks

• Maintain a minimum daily call handling rate of 48 calls per day

• Keep abandoned call rate below 5%

• Resolve all MyChart CRM requests daily and notify supervisor of any unresolved requests

• Ensure correct account status based on obtained or received information

• Add, remove, or resequence insurance coverages to ensure proper and timely billing

Qualifications

• High school diploma required

• Two years in a medical-related field preferred but not required

Additional Skills:

• Basic office computer skills

• Knowledge of health/medical insurance

• Understanding of medical terminology

• Basic proficiency in Microsoft Office Suite

• Familiarity with email and calendar software

• Strong attention to detail and prioritization skills

• Effective time management to complete tasks efficiently