Description
Patient Accounts Specialist
Location: REMOTE
Entity: Alliance Health System
Reports To: Director of Patient Accounts
Position Summary
The Patient Accounts Specialist is responsible for managing outstanding patient balances and supporting revenue recovery efforts through proactive patient outreach, account resolution, payment collections, and exceptional customer service. This position serves as a key point of contact for patients regarding billing questions, insurance responsibility, payment options, and account balances.
The Specialist works collaboratively with Billing, Payment Posting, Front Desk, and Clinical Operations teams to resolve account discrepancies, improve collections, reduce accounts receivable, and provide a positive patient financial experience while maintaining compliance with organizational policies and healthcare regulations.
Summary of Responsibilities
Patient Outreach & Collections
- Contact patients regarding outstanding balances through outbound calls, text messages, emails, and written correspondence.
- Collect patient payments and secure payment commitments.
- Establish and manage patient payment plans in accordance with company policies.
- Follow established collection workflows and patient communication schedules.
- Educate patients regarding deductibles, co-insurance, co-pays, and insurance-related responsibilities.
- Assist with collection efforts for patient-directed insurance payments and self-pay balances.
- Maintain a professional, compassionate, and service-oriented approach during all patient interactions.
Account Resolution
- Review and work assigned patient account inventories daily.
- Research patient balances, payment discrepancies, and account concerns.
- Resolve patient billing inquiries promptly and accurately.
- Coordinate with internal departments to address unresolved account issues.
- Document all account activity and patient communications within the practice management system.
- Escalate complex issues to leadership when appropriate.
Revenue Cycle Support
- Actively reduce patient accounts receivable through effective follow-up and account management.
- Identify opportunities to improve collections and account resolution outcomes.
- Ensure account worklists are maintained and completed according to productivity standards.
- Support organizational initiatives aimed at improving cash collections and reducing aged receivables.
- Assist with special projects and collection campaigns as assigned.
Compliance & Quality
- Maintain compliance with HIPAA and organizational confidentiality requirements.
- Follow all patient collection regulations and company policies.
- Ensure accurate and complete documentation of all account activity.
- Participate in quality assurance reviews and training initiatives.
- Maintain professionalism and sensitivity when discussing financial obligations with patients.
Qualifications
Education
- High School Diploma or GED required.
- Associate degree preferred.
Experience
- Minimum 1-2 years of healthcare patient accounts, collections, customer service, or revenue cycle experience preferred.
- Experience with healthcare billing, insurance benefits, or patient collections strongly preferred.
Knowledge & Skills
- Strong communication and negotiation skills.
- Ability to handle difficult conversations professionally.
- Knowledge of patient billing and healthcare insurance concepts.
- Strong attention to detail and organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with EMR/practice management systems and Microsoft Office applications.
- Excellent customer service and problem-solving skills.
Background Check Requirement: Employment is contingent upon the successful completion of a background check, which may include verification of employment history, education, criminal records, and other relevant information as permitted by law