Patient Account Representative - Self Pay

Patient Account Representative – Self Pay

Location: Remote – U.S.

Schedule: Monday–Friday, 8:00 AM–4:30 PM PST or 8:30 AM–5:00 PM PST

Duration: Minimum 6 months, with potential for extension

Work Environment: Fully Remote

About the Role

We are seeking a Patient Account Representative to support patient account resolution and provide exceptional customer service in a healthcare environment. This role will handle a high volume of inbound and outbound calls, assist patients with account questions, review balances and insurance information, and help resolve outstanding balances before accounts are referred for external collections.

The ideal candidate has strong healthcare call center and patient billing experience, understands insurance billing and EOBs, and is comfortable working in a fast-paced, metrics-driven environment.

Responsibilities

• Handle a high volume of inbound and outbound calls with patients and insurance companies

• Review patient accounts and provide accurate account updates

• Deliver outstanding customer service while addressing patient questions and concerns

• Research and respond to patient inquiries by phone and mail

• Assist patients with insurance and policy status questions

• Review EOBs and insurance information, including primary and secondary payers

• Update patient demographic information and initiate account adjustments

• Assist patients with payment plans and take payments over the phone

• Work with patients to resolve outstanding balances prior to referral to an outside collection agency

• Refer eligible families to charitable assistance organizations

• Complete business-related requests and patient correspondence

• Complete assigned projects and tasks accurately and promptly

• Communicate areas of concern and opportunities for improvement to management

• Maintain accurate documentation and follow established policies and procedures

Required Qualifications

• Strong healthcare call center and customer service experience

• Experience with healthcare patient billing and/or insurance revenue cycle

• Knowledge of medical terminology

• Strong understanding of EOBs and primary/secondary insurance payers

• Excellent verbal and written communication skills

• Ability to manage a high volume of calls while maintaining professionalism and accuracy

• Strong computer and internet skills

• Reliable high-speed internet connection; mobile hotspots are not permitted

• Quiet, dedicated workspace suitable for remote work

• High school diploma or equivalent

Preferred Qualifications

• Experience with Cerner

• Experience with NextGen

• Experience with telephone/call center systems

• Previous experience with patient account resolution or soft collections

Performance Expectations

This is a fast-paced, call-volume-driven position. Representatives are expected to meet established productivity and quality standards, including:

• Approximately 90 calls per day

• Average handle time of approximately 7–8 minutes per call

• Approximately 2 minutes average after-call work

• 90%+ quality expectations

• Less than 5% call abandonment

• Speed to answer under 2 minutes

What We Offer

• Fully remote opportunity

• Long-term contract opportunity with potential for extension

• Opportunity to gain experience supporting healthcare revenue cycle operations across different systems and health organizations

• Client-provided laptop and equipment support for your remote workspace

*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

*As a job position within our Revenue Cycle division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing financial and confidential information, handling financial and other payment data, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.