RCM Call Center Representative – Patient Accounts & Collections

About the role

The Call Center Representative – Patient Accounts & Collections manages all aspects of patient accounts receivable (A/R) related to self-pay balances. This role handles inbound and outbound patient calls, collections, payment plans, refunds, and follow-up on clinic-identified balance inquiries.

Responsibilities

• Manage assigned patient A/R accounts, including follow-up on outstanding self-pay balances.
• Conduct inbound and outbound calls to patients regarding balances, statements, payment options, and account resolution.
• Collect payments via approved payment methods and accurately post transactions in the PM system.
• Set up, maintain, and monitor compliant payment plans according to organizational policy.
• Process and follow up on patient refunds as needed.
• Perform follow-up on clinic requests related to patient balances, billing questions, or account corrections.

Qualifications

• High school diploma or equivalent.
• Minimum of 1–2 years of experience in healthcare billing, patient collections, or medical call center environment.
• Experience working patient A/R and self-pay balances.
• Ability to read and understand EOBs and patient billing statements.
• Working knowledge of major payor types and basic payor policies.
• Experience using a Practice Management (PM) system.
• Strong verbal communication, customer service, and conflict-resolution skills.
• Reliable high-speed broadband internet connection required for remote work.

Preferred Qualifications

• Experience in a multi-specialty or clinic-based healthcare setting.
• Knowledge of Financial Assistance Programs (FAP) and payment plan compliance.
• Prior experience handling refunds and account adjustments.
• Experience with RingCentral (VoIP) and Allscripts (PM/EHR) systems.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, Teams).

Skills & Competencies

• Strong attention to detail and accuracy.
• Empathetic and professional communication style.
• Ability to explain complex billing and insurance concepts in simple terms.
• Time management and ability to prioritize workload.
• Comfort handling sensitive financial conversations.
• Proficiency with call center systems and Microsoft Office applications.

Physical & Mental Requirements

• Ability to lift up to 50 pounds.
• Ability to sit or stand for extended periods during training sessions or on-site support.
• Ability to use fine motor skills to operate office equipment and/or machinery.
• Ability to receive and comprehend instructions verbally and/or in writing.
• Ability to apply logical reasoning for simple and complex problem-solving.
• Ability to travel to multiple locations as required to support business needs.

What We Offer

• Competitive salary and benefits package, including health insurance, retirement plans, paid time off, and professional development opportunities.
• A collaborative and inclusive work culture focused on employee well-being.
• Opportunities for advancement within the Revenue Cycle Management department.
• Comprehensive training program to ensure success in the role.

Contact Information

To apply, please visit https://mysemg.com/careers.