Patient Account Representative - Remote

Overview

The Patient Account Representative (PAR) is a vital member of the Revenue Cycle Management team and serves as the primary point of contact for patients with billing-related questions or concerns. This role supports patients by resolving inquiries related to insurance, billing, and payments while delivering an exceptional, empathetic customer experience.

In Short

• Serve as the first point of contact for patients calling with billing, insurance, or payment questions in a high-volume call center environment.
• Deliver empathetic, professional, and solutions-focused customer service while owning each inquiry through resolution.
• Analyze patient accounts to identify errors, explain balances, and determine next steps for resolution.
• Educate patients on insurance, billing processes, payment options, and Mindpath Health policies.
• Utilize de-escalation techniques to calmly and effectively support frustrated or upset callers.
• Collaborate cross-functionally with internal teams, acting as a patient advocate to drive timely resolution.
• Clearly communicate next steps to patients, including claim resubmissions, insurance outreach, or payment plans.
• Respond to written patient inquiries with clear, professional communication.
• Accurately document call details, actions taken, and outcomes in all systems.
• Prioritize urgent or time-sensitive requests and escalate broader trends or systemic issues to leadership.

Requirements

• High school diploma or equivalent required.
• 2+ years of recent experience in patient-facing revenue cycle or customer service roles, preferably in healthcare.
• 1+ year of experience in a remote or hybrid work environment.
• Experience with EMR/EHR or practice management systems required; AdvancedMD and NextGen preferred.
• Basic knowledge of the healthcare revenue cycle, including claims processing, ICD-10, CPT, and reimbursement methodologies.
• Proficiency with Microsoft Office (Outlook, Excel, SharePoint).
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with patients and staff.
• Calm, professional demeanor with proven de-escalation skills.
• Exceptional attention to detail and ability to prioritize in a fast-paced environment.

Benefits

• Medical, Dental, and Vision coverage
• Employee Assistance Program (EAP)
• Life & Long-Term Disability Insurance
• 401(k) with employer match
• Paid time off starting at 15 days per year
• Paid parental leave
• Tuition reimbursement