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RCM Call Center Representative – Patient Accounts, Collections
Southeast Medical Group. Manage assigned patient accounts receivable accounts, including follow-up on outstanding self-pay balances .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing patient accounts receivable, including billing, collections, and compliance with healthcare regulations. Proficient in utilizing Practice Management systems and effectively communicating complex billing information to patients.
Highest-signal resume keywords
Patient Accounts Receivable ManagementPractice Management System ExperienceEOB InterpretationStrong Verbal CommunicationBilling Compliance Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Healthcare BillingPatient CollectionsAccount AdjustmentsPayment Plan ComplianceRefund ProcessingInsurance ProcessingBilling Discrepancy ResolutionCall Center Systems ProficiencyFinancial Assistance Programs KnowledgeAttention to Detail
Soft Skills
Empathetic CommunicationConflict ResolutionTime ManagementCustomer ServiceProfessionalism
Tools & Technologies
RingCentralAllscriptsMicrosoft Office (Outlook, Word, Excel, Teams)Practice Management Software
Industry Keywords
HIPAA ComplianceMedicareMedicaidSelf-Pay BalancesMulti-Specialty Healthcare Setting
Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Manage assigned patient accounts receivable accounts, including follow-up on outstanding self-pay balances
- Conduct inbound and outbound calls to patients regarding balances, statements, payment options, and account resolution
- Collect payments via approved payment methods and accurately post transactions in the Practice Management system
- Set up, maintain, and monitor compliant payment plans
- Process and follow up on patient refunds
- Follow up on clinic requests related to patient balances, billing questions, or account corrections
- Review patient accounts to ensure accuracy of charges, payments, adjustments, and insurance processing
- Read and interpret Explanation of Benefits to explain insurance determinations, denials, patient responsibility, and payor adjustments
- Apply knowledge of commercial, Medicare, and Medicaid payor policies when addressing patient inquiries
- Identify billing discrepancies and escalate issues appropriately
- Provide clear, empathetic, and professional communication regarding sensitive financial matters
- Educate patients on billing statements, insurance processing timelines, and financial responsibility
- Handle escalated or complex patient inquiries related to balances or insurance explanations
- Maintain detailed and accurate account notes documenting patient interactions and actions taken
- Ensure collection activities comply with federal and state regulations, organizational policies, and Financial Assistance Program guidelines
- Follow call handling, scripting, and documentation standards
- Protect patient confidentiality and adhere to HIPAA requirements
- Meet or exceed performance goals related to call volume, collections, payment plans, and account resolution
- Participate in quality reviews, coaching, and ongoing training
- Collaborate with team members and supervisors to support workflow efficiency and service level goals
- Perform other duties as assigned
Requirements
What you’ll need- High school diploma or equivalent
- Minimum of 1–2 years of experience in healthcare billing, patient collections, or medical call center environment
- Experience working patient A/R and self-pay balances
- Ability to read and understand EOBs and patient billing statements
- Working knowledge of major payor types and basic payor policies
- Experience using a Practice Management (PM) system
- Strong verbal communication, customer service, and conflict-resolution skills
- Reliable high-speed broadband internet connection required for remote work
- Experience in a multi-specialty or clinic-based healthcare setting preferred
- Knowledge of Financial Assistance Programs (FAP) and payment plan compliance preferred
- Prior experience handling refunds and account adjustments preferred
- Experience with RingCentral (VoIP) and Allscripts (PM/EHR) systems strongly preferred
- Proficiency with Microsoft Office tools (Outlook, Word, Excel, Teams) preferred
- Strong attention to detail and accuracy
- Empathetic and professional communication style
- Ability to explain complex billing and insurance concepts in simple terms
- Time management and ability to prioritize workload
- Comfort handling sensitive financial conversations
- Proficiency with call center systems and Microsoft Office applications
- Ability to lift up to 50 pounds
- Ability to push or pull heavy objects using up to 50 pounds of force
- Ability to sit or stand for extended periods during training sessions or on-site support
- Ability to use fine motor skills to operate office equipment and/or machinery
- Ability to receive and comprehend instructions verbally and/or in writing
- Ability to apply logical reasoning for simple and complex problem-solving
- Ability to travel to multiple locations as required to support business needs
Benefits
Comp & perks- Competitive salary and benefits package
- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
- Collaborative and inclusive work culture focused on employee well-being
- Opportunities for advancement within the Revenue Cycle Management department
- Comprehensive training program