Patient Account Representative I: Revenue Cycle
Hoag Health System, Costa Mesa, CA, United States
Patient Account Representative
Primary Duties and Responsibilities The Patient Account Representative is a vital part of Hoag's revenue cycle team, acting as the primary point of contact for patients and their families regarding medical billing inquiries. In a fast-paced call center environment, this role delivers exceptional customer service, resolving patient account issues with empathy, accuracy, and professionalism, including the ability to de-escalate concerns through active listening and collaborative problem-solving. Responsibilities
Handle a high volume of inbound calls to support patients with billing-related questions and account resolution. Assist patients with setting up payment plans, understanding balances, making payments, and applying for financial assistance. Manage patient inquiries across an omnichannel environment, encompassing phone, in-person interactions, email, postal mail, faxes, and electronic work queues. Update insurance and demographic information in the billing system to ensure account accuracy. Generate and mail requested documentation, including itemized bills, receipts, and financial correspondence. Document all actions and interactions clearly and accurately in the appropriate systems. Collaborate with departments across the organization to resolve patient account issues. Attain and sustain established performance metrics, including productivity, call handling, and quality assurance standards. Maintain confidentiality and comply with all hospital, state, and federal regulations including HIPAA. Qualifications
Education and Experience Required: High school diploma or equivalent. One year of hospital/medical and/or related field or high-volume call center setting, demonstrating strong customer service skills.
Primary Duties and Responsibilities The Patient Account Representative is a vital part of Hoag's revenue cycle team, acting as the primary point of contact for patients and their families regarding medical billing inquiries. In a fast-paced call center environment, this role delivers exceptional customer service, resolving patient account issues with empathy, accuracy, and professionalism, including the ability to de-escalate concerns through active listening and collaborative problem-solving. Responsibilities
Handle a high volume of inbound calls to support patients with billing-related questions and account resolution. Assist patients with setting up payment plans, understanding balances, making payments, and applying for financial assistance. Manage patient inquiries across an omnichannel environment, encompassing phone, in-person interactions, email, postal mail, faxes, and electronic work queues. Update insurance and demographic information in the billing system to ensure account accuracy. Generate and mail requested documentation, including itemized bills, receipts, and financial correspondence. Document all actions and interactions clearly and accurately in the appropriate systems. Collaborate with departments across the organization to resolve patient account issues. Attain and sustain established performance metrics, including productivity, call handling, and quality assurance standards. Maintain confidentiality and comply with all hospital, state, and federal regulations including HIPAA. Qualifications
Education and Experience Required: High school diploma or equivalent. One year of hospital/medical and/or related field or high-volume call center setting, demonstrating strong customer service skills.