PATIENT COLLECTIONS REPRESENTATIVE

Qualifications

A High School Diploma or G.E.D. equivalent.

3+ years of professional experience within a medical call center environment.

Proficient in Windows OS and Microsoft Office, Word, Excel, and Google Sheets.

Ability to multitask while simultaneously managing phone calls.

Accurate typing speed of 40 WPM.

Proven ability to interpret and explain Explanation of Benefits (EOB) documents.

Exceptional verbal and written communication skills.

Strong analytical and problem-solving capabilities.

Experienced in de-escalation techniques for resolving difficult patient interactions.

Self-motivated with a positive attitude and a commitment to teamwork.

Job Responsibilities/Duties

• Facilitate the recovery of outstanding patient balances by managing high-volume inbound and outbound calls in a professional, goal-oriented environment.
• Evaluate patient accounts to determine eligibility for payment plans, financial assistance, or charity care based on established organizational policies.
• Utilize persuasive communication and active listening to secure immediate payments or set up structured payment plan options while maintaining a positive patient experience.
• Research and resolve billing discrepancies by reviewing insurance Explanation of Benefits and coverage eligibility to ensure accurate patient balances.
• Maintain accurate and detailed records of all collection efforts, payment arrangements, and patient interactions within the billing system to ensure a clear audit trail.
• De-escalate complex billing disputes using clear, simple language to educate patients on their financial responsibilities and the explanation of benefits.
• Consistently achieve individual and team production targets related to cash collection goals and call quality KPIs for efficiency, production, accuracy, and customer satisfaction within a high-speed call center environment.
• Maintain excellent attendance and productivity while navigating diverse, high-complexity interactions daily.

Physical Requirments

• The Patient Collection Representative is frequently required to maintain a stationary position, as well as move about the facility to access office machinery or collaborate with personnel.
• Certain physical requirements include consistent proficiency in fine motor skills for the operation of computer interfaces, peripherals, and standard office equipment.
• Requires the ability to sustain focused attention on digital displays and computer monitors for extended durations.

Occupational Environment

• High-volume professional medical call center.
• Moderate noise levels are consistent with an active call center involving the simultaneous operation of telecommunications equipment, document processing systems, and verbal engagement.