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Job description
Patient Account Representative
Job Shift: Day
Education Level: High School
Location: 3000 N GRAND BLVD (VC) - OKLAHOMA CITY, OK 73107
Overview
Department: Billing
Position: Patient Account Representative
Employee Category: Non-Exempt
Reporting Relationship: Manager of Revenue Cycle Management
Direct Reports: None
Work Environment: Office-Based
Company Values:
Teamwork - Collaborates effectively with coworkers and stakeholders to achieve shared goals.
Belonging - Creates an environment where all individuals feel respected, valued, and included.
Compassion - Demonstrates empathy and understanding when interacting with others.
Resilience - Maintains effectiveness and professionalism during challenges and change.
Stewardship - Uses organizational resources responsibly and acts in the organization's best interest.
Quality - Consistently delivers accurate and reliable work.
Value - Improves organizational outcomes through efficiency and continuous improvement.
Summary of Duties and Responsibilities
The Patient Account Representative is responsible for managing self-pay patient accounts by ensuring account accuracy, reviewing financial documentation, applying financial assistance programs, and assisting patients in resolving outstanding balances. This position supports accurate patient billing while helping eligible patients access available financial assistance and payment options.
The Patient Account Representative serves as a primary point of contact for patients regarding self-pay accounts and collaborates with Revenue Cycle staff to improve collections, reduce self-pay accounts receivable, and provide an exceptional patient financial experience.
Essential Duties and Responsibilities
Patient Account Management
Review self-pay encounters for accuracy prior to generating patient statements.
Review documentation to ensure appropriate discounts are applied, including verification of Sliding Fee Scale applications and proof of income.
Make billing corrections and account adjustments to ensure accurate patient balances and timely reimbursement.
Validate patient financial information and maintain accurate self-pay account records.
Request, collect, scan, and upload documentation required to support patient financial assistance and account processing.
Review patient accounts to ensure compliance with organizational financial assistance policies.
Customer Service and Financial Assistance
Respond to patient inquiries regarding account balances, insurance benefits, deductibles, copayments, and financial responsibilities.
Educate patients regarding available financial assistance programs and eligibility requirements.
Assist patients in completing financial assistance applications and collecting required documentation.
Coordinate payment arrangements with Patient Account Resolution Specialists.
Answer incoming phone calls related to patient billing, balances, payment plans, and financial assistance.
Provide professional and compassionate customer service while resolving patient account concerns.
Billing Support and Collaboration
Coordinate with Claims Resolution Specialists and Coders to investigate denied claims, credit balances, and account discrepancies.
Assist front office staff with patient billing and eligibility questions.
Monitor self-pay account activity and identify trends or recurring issues affecting reimbursement.
Track and communicate ongoing billing issues and process improvement opportunities to the Patient Account Manager and Director of Revenue Cycle Management.
Maintain current knowledge of organizational financial assistance programs, billing policies, and payer requirements.
Documentation and Compliance
Maintain complete, accurate, and timely documentation within the electronic medical record and billing systems.
Protect patient confidentiality and ensure compliance with HIPAA and organizational policies.
Maintain compliance with Medicare, Medicaid, and organizational billing requirements.
Participate in quality improvement initiatives, departmental meetings, and special projects.
General Expectations
Meet established productivity, quality, and timeliness expectations.
Support organizational initiatives that improve patient access, patient satisfaction, and financial performance.
Perform other duties as assigned.
Success Indicators / Key Performance Metrics
Self-pay Accounts Receivable (AR)
Self-pay AR Days
Collections for self-pay accounts
Collections for special programs
Accuracy of Sliding Fee Scale documentation
Timeliness of account processing
Qualifications
Required Qualifications
Education: High school diploma or GED equivalent required
Experience: One (1) to two (2) years of customer service experience in an office or healthcare environment
Certifications/Licensure: None Required
Technical Skills: Strong attention to detail, excellent verbal communication and customer service skills, basic computer proficiency, ability to navigate multiple software systems, strong organizational and documentation skills
Preferred Qualifications
Customer service experience in a medical office
Experience with patient financial assistance programs
Healthcare billing experience
Bilingual (English/Spanish)
Basic knowledge of insurance, CPT coding, and medical terminology
Working Conditions / ADA Requirements
Prolonged sitting throughout the workday
Frequent computer and telephone use
Frequent interaction with patients and staff
Ability to maintain concentration while reviewing financial documentation
Ability to communicate effectively verbally and in writing
Office-based work environment
Worksite address
oklahoma city, OK, 73116, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.