Patient Account Represenative

Patient Account Representative

High-cost infusion therapies can transform patients' lives, but their bills can be confusing and stressful. We're looking for a Patient Account Representative who can turn that stress into clarity, one phone call at a time.

Why This Role Feels Different

This isn't a scripted, transactional call center job. Every conversation you have is with a patient trying to understand what they owe and why, and how you explain it can be the difference between a patient who feels supported and one who feels lost.

You'll be the calm, clear voice on the other end of the line, helping patients make sense of deductibles, co-insurance, specialty drug costs, and infusion chair fees, and finding payment solutions that actually work for them.

If you like being the person who makes hard conversations easier, this role gives you that chance every single day.

The Job

As a Patient Account Representative, you are the first line of support for patients calling about their statements, balances, and payment options. You will answer incoming calls, explain statements in plain language, accept payments, set up payment plans, and triage more complex issues to Senior Medical Billers for deeper review.

Key Responsibilities

Answer incoming patient calls about infusion billing statements, balances, and payment options with professionalism and empathy.

Clearly explain patient statements, including deductibles, co-insurance, specialty drug costs, infusion chair fees, and payment responsibilities in simple, understandable terms.

Take payments over the phone, process transactions securely, and issue confirmations according to policy.

Set up and maintain patient payment plans that follow organizational guidelines, documenting terms and next steps.

Conduct outbound calls to patients to remind them of balances, take payments, and establish or adjust payment plans.

Triage complex billing, coding, or payer-related questions to Senior Medical Billers, ensuring all relevant details are captured for efficient follow-up.

Accurately document every interaction in the billing system (e.g., AdvancedMD, Waystar, or similar), including questions, explanations given, and actions taken.

Collaborate with senior billers, financial counselors, and clinic staff to resolve patient concerns and close the loop with patients when follow-up is completed.

The Ideal Candidate

We are looking for someone who can stay calm, patient, and professional in a fast-paced, phone-heavy environment while treating every patient with empathy and respect. Ideal candidates will:

Meet or exceed department standards for call quality, professionalism, and empathy in all patient interactions.

Keep up with expectations for average speed of answer, call handling time, and after-call documentation.

Take pride in high patient satisfaction on surveys and quality reviews related to billing and payment support.

Maintain accurate, complete, and timely documentation on all accounts and calls.

Bring strong communication skills and the ability to explain financial information in clear, simple language.

Feel comfortable discussing balances, taking payments, and setting up payment plans with tact and empathy.

Required Qualifications

Experience in medical billing, patient access, or a call center role (infusion or specialty pharmacy experience preferred).

Strong communication skills with the ability to explain financial information in clear, simple language.

Comfort taking payments, discussing balances, and setting up payment plans with tact and empathy.

High attention to detail, reliability, and accuracy in documentation and handling of financial information.

Ability to work in a fast-paced, phone-heavy environment while staying calm, patient, and professional.

Commitment to confidentiality and compliance with HIPAA and organizational policies.