Patient Financial Services Representative

Position Summary

The Patient Financial Services Representative serves as a primary point of contact for patients and guarantors regarding billing, account inquiries, and payments. This role is responsible for managing incoming and outgoing calls, providing in-person customer service, facilitating patient payments, and supporting collection efforts in a professional and compassionate manner.

Essential Duties And Responsibilities

• • Answer incoming guarantor and patient calls related to account balances, billing statements, insurance questions, and payment options.
  • Provide in-person customer service support to patients who visit the Business Office with account inquiries or to make payments.
  • Explain billing information clearly and professionally, using language appropriate to the patient’s level of understanding.
  • Maintain a calm, respectful demeanor when resolving concerns or complaints, including difficult or sensitive financial discussions.
  • Routinely route complex account issues or disputes to appropriate team members or leadership when needed.
• Collections & Payment Processing>
  • Make outbound collection calls in accordance with organization policies and regulatory requirements.
  • Collect payments via approved payment methods and post transactions accurately.
  • Offer payment plans or financial assistance information as appropriate and within defined guidelines.
  • Document all payment activity, communications, and follow-up actions accurately in the billing system.
• Mail Processing & Office Support>
  • Receive, open, sort, and distribute incoming mail for the health system in a timely and organized manner.
  • Ensure payments, correspondence, and documentation are routed to the correct department or staff member.
  • Maintain confidentiality and safeguard protected health information during mail handling.
• Documentation & Compliance>
  • Accurately document all patient interactions, payment activity, and account updates in the EMR or billing system.
  • Follow HIPAA privacy standards and organizational policies at all times.
  • Ensure all work meets department standards for quality, accuracy, and timeliness.

Qualifications

• Education & Experience
• A high school diploma or equivalent is required.
• Prior experience in customer service, healthcare billing, patient access, or collections is preferred.
• Knowledge, Skills, & Abilities
• Strong customer service skills with a professional, empathetic demeanor.
• Ability to manage difficult conversations and de-escalate conflict effectively.
• Excellent attention to detail and accuracy when handling payments and patient information.
• Clear verbal communication skills and basic written documentation skills.
• Ability to work independently while contributing to a team-oriented environment.
• Proficiency with computer systems; experience with billing systems and Microsoft Office is preferred.
• Supervisory Responsibilities
• None.
• Physical Demands & Work Environment
• Ability to sit, stand, and work at a computer for extended periods.
• Frequent telephone use.
• Work in a Business Office environment with routine interaction with patients, staff, and visitors.