Reports To: Revenue Cycle Manager Status: Hourly/Non-Exempt Supervisory Role: None

Position Pay Range: $15.65 - $18.76 / hour; plus monthly bonus

Benefits include: Health, Dental, Vision, 401k, FSA, Paid Hours Off, Paid Holidays, Group Discounts, Life & LTD, EAP, Wellness Program, 2023 Employer-Paid FAMLI Premium

Patient Account Representative

As a Patient Account Representative, you will use your passion for helping others to provide outstanding customer service. In this important role, you will collaborate with patients to resolve the account balance, work with patients and their families to explain their medical bills and negotiate affordable payment plans or settlements.

About us

We were formed in 1992 by a group of rural hospitals and healthcare organizations. This innovative and collaborative group of providers sought to take control of their bad debt collections and improve how accounts were collected in their communities. Their first step was to purchase A-1 Collection Agency and subsequently formed AR Services in 2001 to provide extended business office services. Today HCM is owned and governed by 20 rural hospitals and healthcare organizations in Colorado and Utah and provides services to over 150 clients.

Essential Responsibilities:

Using empathy, you will contact patients by phone to resolve patient account balances, ensuring patient satisfaction by providing excellent customer service using the tools provided such as scripting, computer systems, and ongoing training. Using fantastic listening, verbal, and written communication skills you will help patients understand their bill, answer questions about their account(s), and the medical billing process. Help patients understand their Explanation of Benefits (EOB). Using your proficiency in computers you will transition between several software systems and monitors simultaneously. You will be responsible for securely maintaining your usernames and passwords. Using your attention to detail you will document all calls and follow-up; review and up-date patient information to include obtaining additional insurance information when applicable; setting up and managing payment plans and medical financing. Meet or exceed Key Performance Indicators (KPIs), department goals, and personal goals. Support your fellow team members with consistent attendance, excellent work ethic, and a caring team focus.

Knowledge, Skills, and Requirements

Education/Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent of education and experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Have knowledge of database software, internet software, spreadsheet software and word processing software. Use good listening skills. Speak and write clearly in all situations. Responds promptly to customer needs. Resolves problems in a timely manner. Stay calm and respectful when managing difficult situations. Use empathy when managing emotional customer situations. Balance team and individual goals. Demonstrates persistence to overcomes obstacles. Prioritize and plan work activities, using time efficiently. Demonstrates accuracy and thoroughness. Adapts to change in the work environment and manages competing demands. Takes responsibility for own actions. Ability to adapted to company culture.