Call Center Representative

• 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

Explore RCM Call Center Representative – Patient Accounts, Collections at Southeast Medical Group. Review requirements and application details.