PATIENT ACCOUNTS REPRESENTATIVE
Valor Health, Emmett, ID, United States
Patient Accounts Representative
Department: Business Office
Supervisor’s Title: Business Office Manager
Position Summary
The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.
Principal Functions And Responsibilities
Patient Account Management & Collections
Manage assigned self‑pay patient account caseload and work assigned account queues efficiently and accurately.
Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.
Financial Assistance Support
Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
Educate patients on available financial assistance programs and payment options.
Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.
Customer Service & Patient Experience
Provide professional, compassionate, and solution‑oriented service to patients and guarantors.
Address patient inquiries regarding billing, payments, and financial options.
Maintain confidentiality and discretion in all communications.
Compliance & Process Improvement
Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
Ensure compliance with fair billing and collection practices, including pre‑collection screening requirements.
Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.
Systems & Documentation
Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
Update patient demographic and financial information as needed to ensure accurate billing and communication.
Performance Expectations
Meet established productivity and performance benchmarks, including:
Accounts worked per day
Outbound call activity
Cash collections
Payment plan setup rates
Financial assistance application support
General Responsibilities
Participate in department meetings, training, and quality improvement initiatives.
Maintain effective working relationships with patients, staff, and other departments.
Perform other duties as assigned.
Qualifications
Minimum Education
High school diploma or equivalent
Preferred Experience And Skills
Experience in hospital or physician office business office, medical billing, or collections
Experience with patient financial assistance programs preferred
Strong customer service and communication skills (verbal and written)
Ability to handle sensitive financial conversations with professionalism and empathy
Strong organizational skills and attention to detail
Ability to prioritize tasks and work in a fast‑paced environment
Proficiency in Microsoft Office (Word, Excel, Outlook)
Experience with EHR or billing systems (Cerner preferred)
Bilingual (Spanish) preferred but not required
Ability to work independently and as part of a team
Ability to flex schedule based on workflow needs
Work Environment
Working Conditions
Primarily office environment with direct patient interaction. May involve exposure to typical healthcare settings.
Physical Requirements
Standing, walking, bending, stooping, sitting, hand‑eye coordination, and verbal communication.
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Department: Business Office
Supervisor’s Title: Business Office Manager
Position Summary
The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.
Principal Functions And Responsibilities
Patient Account Management & Collections
Manage assigned self‑pay patient account caseload and work assigned account queues efficiently and accurately.
Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.
Financial Assistance Support
Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
Educate patients on available financial assistance programs and payment options.
Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.
Customer Service & Patient Experience
Provide professional, compassionate, and solution‑oriented service to patients and guarantors.
Address patient inquiries regarding billing, payments, and financial options.
Maintain confidentiality and discretion in all communications.
Compliance & Process Improvement
Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
Ensure compliance with fair billing and collection practices, including pre‑collection screening requirements.
Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.
Systems & Documentation
Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
Update patient demographic and financial information as needed to ensure accurate billing and communication.
Performance Expectations
Meet established productivity and performance benchmarks, including:
Accounts worked per day
Outbound call activity
Cash collections
Payment plan setup rates
Financial assistance application support
General Responsibilities
Participate in department meetings, training, and quality improvement initiatives.
Maintain effective working relationships with patients, staff, and other departments.
Perform other duties as assigned.
Qualifications
Minimum Education
High school diploma or equivalent
Preferred Experience And Skills
Experience in hospital or physician office business office, medical billing, or collections
Experience with patient financial assistance programs preferred
Strong customer service and communication skills (verbal and written)
Ability to handle sensitive financial conversations with professionalism and empathy
Strong organizational skills and attention to detail
Ability to prioritize tasks and work in a fast‑paced environment
Proficiency in Microsoft Office (Word, Excel, Outlook)
Experience with EHR or billing systems (Cerner preferred)
Bilingual (Spanish) preferred but not required
Ability to work independently and as part of a team
Ability to flex schedule based on workflow needs
Work Environment
Working Conditions
Primarily office environment with direct patient interaction. May involve exposure to typical healthcare settings.
Physical Requirements
Standing, walking, bending, stooping, sitting, hand‑eye coordination, and verbal communication.
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