Patient Account Specialist

Patient Account Specialist

Rebound is hiring a full-time Patient Account Specialist to join our Business Office team at our Stonemill, WA location. Patient Account Specialist is the primary point of contact for patients with questions about their account balances, billing statements, and payment options through outbound and inbound communications. In addition to managing customer service inquiries, this role supports the Patient Financial Services team by assisting with insurance verification, estimate communication, and basic upfront payment coordination. The specialist ensures that all collection activities are conducted professionally with compassion, and in compliance with all applicable regulations.
Responsibilities:
Support an environment that reinforces Rebound's Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality, and Recognition.
Answer incoming calls and respond to MyChart Messages related to patient balances and billing concerns.
Explain patient balances, payment history, insurance processing status, and statement details in a clear and professional manner.
Assist patients with setting up and/or updating payment plans, including Epic payment plans, self-pay options platform options, and direct-to-employer arrangements.
Process payments and ensure accurate documentation in Epic.
Identify and document financial hardship indicators and escalate to Patient Financial Services team for further review.
Updates patient demographics, insurance coverage, and registration corrections.
Escalate complex insurance account inquiries to Insurance Reps or AR Manager as necessary.
Escalate dispute issues to the Patient Account Supervisor as necessary.
Meet productivity and quality standards for account resolution and patient contact.
Comply with internal collection policies, as well as federal and state collections and privacy regulations.
Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
Perform other duties as assigned.
Qualifications:
High school diploma
2 years in healthcare customer service, billing, or patient access.
Experience using Epic for patient account inquiries, insurance verification, and payment documentation strongly preferred.
Familiarity with self-pay options and payment plan set up.
Understanding basic insurance benefits and billing workflows for professional and facility services.
Excellent written and verbal communication skills with a focus on empathy and clarity
Ability to manage high call volume while maintaining accuracy and professionalism
Comfortable discussing financial matters and guiding patients through payment options.
Strong attention to detail and ability to multitask
Team-oriented with the ability to support multiple areas of the revenue cycle.
Physical Requirements:
Work may require sitting for long periods of time
Stooping, bending and stretching for files and supplies.
Occasionally lifting files or paper weighing up to 30 pounds.
Requires manual dexterity sufficient to operate a keyboard, operate a calculator, telephone, copier and other office equipment as necessary.
It is necessary to view and type on computer screens for long periods.
May be required to work under pressure.
Works in close proximity to office personnel within limited work space.
Interaction with others and phones can cause frequent disruptions.
Tasks are of minimal hazardous conditions.
Proud to Offer:
Medical/Vision/Rx
Dental
401(K) Retirement Plan, including discretionary profit sharing and Cash Balance Plan
Company paid Life Insurance/AD&D
Voluntary Life insurance/AD&D
Company paid short and long-term disability
Flexible Spending and Health Saving Accounts
Employee Assistance Program
Free Parking
Paid Time Off accrued at up to 24 days in your first year based on FTE
Monday-Friday, no weekends or holidays. This is a full-time, 40 hours per week position.