Patient Accounts Representative

Job Details:

Job Location:

Valor Health Hospital - Emmett, , Position Type:
Full Time,

Job Shift: Day,

Position Title:

Patient Accounts Representative

Department:
Business Office

Supervisor’s

Title:

Business Office Manager

The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.

• Manage assigned self-pay patient account caseload and work assigned account queues efficiently and accurately.
• Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
• Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
• Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
• Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.

• Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
• Educate patients on available financial assistance programs and payment options.
• Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
• Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.

• Provide professional, compassionate, and solution-oriented service to patients and guarantors.
• Address patient inquiries regarding billing, payments, and financial options.
• Maintain confidentiality and discretion in all communications.

• Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
• Ensure compliance with fair billing and collection practices, including pre-collection screening requirements.
• Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.

• Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
• Update patient demographic and financial information as needed to ensure accurate billing and communication.

• Meet established productivity and performance benchmarks, including:
• Accounts worked per day
• Outbound call activity
• Cash collections
• Payment plan setup rates
• Financial assistance application support

• Participate in department meetings, training, and quality improvement initiatives.
• Maintain effective working relationships with patients, staff, and other departments.
• Perform other duties as assigned.

• High school diploma or equivalent

• Experience in hospital or physician office business office, medical billing, or collections
• Experience with patient financial assistance programs preferred
• Strong customer service and communication skills (verbal and written)
• Ability to handle sensitive financial conversations with professionalism and empathy
• Strong organizational skills and attention to detail
• Ability to prioritize tasks and work in a fast-paced environment
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience with EHR or billing systems (Cerner preferred)
• Bilingual (Spanish) preferred but not required
• Ability to work independently and as part of a team
• Ability to flex schedule based on workflow needs

Primarily office environment with direct patient interaction. May involve exposure to typical healthcare settings.

• Standing, walking, bending, stooping, sitting, hand-eye coordination, and verbal communication.