Patient Communications Representative

Accountabilities:

• • Communicate professionally and respectfully with patients regarding medical account balances, repayment options, and outstanding obligations through telephone, email, chat, and text.
  • Provide high-quality customer service by answering patient questions, resolving account issues, and explaining complex account information clearly.
  • Profile patients during interactions and accurately collect and update demographic and financial information.
  • Research patient accounts, investigate account changes, document findings, and route accounts through the appropriate workflows.
  • Negotiate appropriate payment arrangements and repayment solutions while working toward assigned resolution and productivity objectives.
  • Handle both outbound and inbound calls effectively using the company telephone system and established communication procedures.
  • Use job aids, crosswalks, account information, and available resources to resolve inquiries efficiently and accurately.
  • Maintain complete, clear, concise, and accurate documentation of all patient contacts, attempted contacts, account research, and actions taken.
  • Work accounts in accordance with client requirements, quality standards, established workflows, and applicable federal and state regulations.
  • Maintain strong performance against assigned goals, including account resolutions, call quality, productivity, and service standards.
  • Ensure all patient interactions and account activities comply with applicable requirements, including HIPAA, FDCPA, FCRA, Privacy Act, and relevant state regulations.
  • Participate in required training and continuing education, incorporating policy updates, regulatory changes, and new procedures into daily activities.
  • Protect confidential patient and financial information and exercise sound judgment when handling sensitive account matters.
  • Manage competing priorities and maintain consistent performance in a fast-paced environment with frequent interruptions and periods of increased activity.

  Requirements:

  • Previous experience in customer service, healthcare revenue cycle, medical collections, accounts receivable, call center operations, or a related environment is beneficial.
  • Strong verbal and written communication skills, with the ability to explain detailed or sensitive account information clearly and professionally.
  • Demonstrated ability to listen actively, understand patient concerns, investigate issues, and provide appropriate solutions.
  • Comfortable discussing financial information and negotiating payment arrangements with patients in a respectful and professional manner.
  • Strong attention to detail and accuracy when researching accounts, updating patient information, and documenting interactions.
  • Ability to work toward measurable productivity, quality, and resolution targets while maintaining a positive customer experience.
  • Ability to handle confidential information responsibly and understand the importance of privacy and regulatory compliance.
  • Working knowledge of, or willingness to learn, healthcare collections and applicable regulations such as HIPAA, FDCPA, FCRA, Privacy Act, and state requirements.
  • Comfortable using telephone systems, computers, and multiple applications while managing inbound and outbound communications.
  • Ability to work independently in a fully remote environment while maintaining productivity, organization, and consistent communication.
  • Willingness to participate in ongoing training and adapt quickly to changing policies, procedures, workflows, and regulatory requirements.
  • Ability to remain composed and professional when handling difficult conversations, high workloads, multiple deadlines, or elevated customer concerns.
  • Ability to work at a computer for approximately 6–8 hours per day and perform the manual and visual tasks associated with a computer-based role.
  • Must be available Monday through Friday from 9:00 a.m. to 5:30 p.m. CST, with one late shift from 10:30 a.m. to 7:00 p.m. CST each week.

  Benefits:

  • Remote work from within the United States.
  • Hourly rate of $16.50.
  • Monday–Friday schedule with a consistent daytime schedule and one later shift per week.
  • Opportunity to develop experience in healthcare revenue cycle, patient account management, customer service, and compliant collections.
  • Ongoing training and continuing education to support professional development and regulatory knowledge.
  • Structured performance expectations and opportunities to develop skills in account research, patient communication, and financial resolution.
  • Collaborative, service-oriented work environment focused on professional growth and long-term career development.
  • Reasonable accommodations available for qualified individuals with disabilities.