Patient Account Representative

DEPARTMENT: Billing CLASSIFICATION: Non-Exempt REPORTS TO: Billing Manager DEPARTMENT NUMBER: 795 Last Reviewed: 10/30/2026 At Snoqualmie Valley Health, were not just in the business of healthcare; were in the business of empowering our community to live boldly and live well. Our commitment to excellence and innovation calls for team members who will build trust, obsess over excellence, lead innovation, and deepen connections within our community. We are guided by our core values, and were looking for someone who can embody those principles as part of our dynamic and growing team. Located in a trailblazing, adventure-loving town at the base of the Cascades, Snoqualmie Valley Health is an independent public hospital district serving a vibrant community that thrives on both adventure and connection. This is more than a jobits an opportunity to be part of something bigger. JOB TITLE: Patient Account Representative POSITION SUMMARY: The Patient Account Representative manages accounts that are in the self-pay financial class, offers financial advice, and assistance to patients regarding medical bills. This person is responsible to make collection calls, manage patient payment plans, and identify patients that may be eligible for other payers. They also help secure Medicaid and/or financial aid for those that need additional financial assistance, such as those uninsured. It is of the utmost importance to display excellent customer service at all times. ESSENTIAL FUNCTIONS: Communicate with patients and insurance companies over the phone in a non-combative and professional manner. Manage and maintain accurate self-pay accounts of patients. Respond to patient inquiries, disputes, and complaints regarding self-pay accounts Appropriately document, post, and report payment information Provide guidance and assistance to patients on self-pay options and financial assistance programs Make telephone or letter contact with patients that have balances with no payment Prepare accounts 120 past due for submission to independent collection agency Manage self-pay credits and refunds Read and process insurance Explanation of Benefits (EOB) Maintain patient confidentiality HCA Volunteer Assister Program, Obtain Certificate if dont already have it Develop and implement strategies to improve self-pay collection rates and reduce delinquency Process financial aid applications Knowledge of SVH collection policies Knowledge WA state financial aid policies Knowledge of the No Surprises Act and Good Faith Estimates Review daily Inpatient, Emergency Room, Outpatient, and clinic admissions that are Private Pay and contact them to see if they qualify for Medicaid or financial aid Conduct financial interviews with patients and/or family members Participates in data gathering for financial reporting on an as needed basis Provide estimates to patients for future services, i.e. out of pocket cost for Outpatient procedures Maintain complete records of all patients applying for indigent or financial assistance to include the application, proof of income, the acceptance/denial letter, and any other applicable documentation Collaborate with other departments to resolve outstanding self-pay accounts and address patient concerns Maintain a relationship with our collection agency and work together to find the best solution for patients Other duties as requested by supervisor REQUIRED EDUCATION: High School Diploma or general education degree (GED) REQUIRED EXPERIENCE: 2 years related experience and/or training, including customer service; or equivalent of education and experience. PREFFERED EXPERIENCE: Knowledge of Medicare, Medicaid, and commercial insurance reimbursement rules and regulations. Familiarity with medical office management software EPIC ADDITIONAL ELIGIBILITY QUALIFICATIONS: Outstanding customer service skills Ability to communicate effectively with patients, families, doctors, and insurance providers. Strong problem-solving skills and ability to think critically. Ability to work independently and in a team environment. High level of attention to detail and accuracy. Positive attitude and customer-focused mindset. WORK ENVIRONMENT: Good working conditions. Clean, well-lighted, air conditioned, heated area PHYSICAL DEMANDS: Work effectively with patients, staff and providers. Must be in good general health and demonstrate emotional stability. Sit for long periods at a time. Must be able to work on several projects simultaneously and handle frequent interruptions OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. BENEFITS: We believe in taking care of those who take care of our community. Were proud to offer a comprehensive benefits package that puts your health and well-being first. With our flexible medical plan, youll have access to multiple in-network tiers, including top-quality care from Snoqualmie Valley Health, Eastside Health, and First Choice/First Health providers. The best part? Anyone covered under our plan can receive care at SVH at no cost! Its all about giving you the options and support you need to experience lifes great adventures. Medical Dental Vision Pharmacy Life and ADD Retirement Plan Employee Assistance Program (EAP) Flexible Spending Account (FSA) Travel Assistance ID Theft Protection Pet Insurance Other Voluntary Benefits Benefit Eligibility Requirements Employees regularly scheduled at least 20 hours per week. Employee Dependents Your legal spouse or domestic partner; dependent children until age 26. Waiting Period 1st of the month from the date of hire. PLEASE NOTE: The flu shot (during flu season) is required for employment, with exemptions available for valid medical or religious reasons. Snoqualmie Valley Health is a drug-free workplace. We complete drug screenings as part of our onboarding process.