RCM Call Center Representative – Patient Accounts & Collections

Fully Remote

Job Type Full-time Description

• Manage assigned patient A/R 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 PM system.
• Set up, maintain, and monitor compliant payment plans according to organizational policy.
• Process and follow up on patient refunds as needed.
• Perform follow-up on clinic requests related to patient balances, billing questions, or account corrections.

• Review patient accounts in the PM system to ensure accuracy of charges, payments, adjustments, and insurance processing.
• Read and interpret EOBs to explain insurance determinations, denials, patient responsibility, and payor adjustments.
• Apply knowledge of major payor policies (commercial, Medicare, Medicaid) when addressing patient inquiries.
• Identify billing discrepancies and elevate issues appropriately for resolution.

• Provide clear, empathetic, and professional communication to patients regarding sensitive financial matters.
• Educate patients on billing statements, insurance processing timelines, and financial responsibility.
• Handle escalated or complex patient inquiries related to balance or insurance explanations.
• Maintain detailed and accurate account notes documenting all patient interactions and actions taken.

• Ensure all collection activities comply with federal and state regulations (including FDCPA where applicable), organizational policies, and Financial Assistance Program (FAP) guidelines.
• Follow call handling, scripting, and documentation standards to ensure consistency and quality.
• Protect patient confidentiality and adhere to HIPAA requirements at all times.

• Meet or exceed individual 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.
• Other duties as assigned.

• High school diploma or equivalent.
• Minimum of 1–2 years of experience in healthcare billing, patient collections, or medical call center environment.
• Experience working patient A/R and self-pay balances.
• Ability to read and understand EOBs and patient billing statements.
• Working knowledge of major payor types and basic payor policies.
• Experience using a Practice Management (PM) system.
• Strong verbal communication, customer service, and conflict-resolution skills.
• Reliable high-speed broadband internet connection required for remote work.

• Experience in a multi-specialty or clinic-based healthcare setting.
• Knowledge of Financial Assistance Programs (FAP) and payment plan compliance.
• Prior experience handling refunds and account adjustments.
• Experience with Ring Central (VoIP) and Allscripts (PM/EHR) systems is strongly preferred.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, Teams) preferred.

• Strong attention to detail and accuracy
• Empathetic and professional communication style
• Ability to explain complex billing and insurance concepts in simple terms
• Time management and ability to prioritize workload
• Comfort handling sensitive financial conversations
• Proficiency with call center systems and Microsoft Office applications

• Ability to lift up to 50 pounds.
• Ability to push or pull heavy objects using up to 50 pounds of force.
• Ability to sit or stand for extended periods during training sessions or on-site support.
• Ability to use fine motor skills to operate office equipment and/or machinery.
• Ability to receive and comprehend instructions verbally and/or in writing.
• Ability to apply logical reasoning for simple and complex problem-solving.
• Ability to travel to multiple locations as required to support business needs.

• Competitive salary and benefits package, including health insurance, retirement plans, paid time off, and professional development opportunities.
• A collaborative and inclusive work culture focused on employee well-being.
• Opportunities for advancement within the Revenue Cycle Management department.
• Comprehensive training program to ensure success in the role.

Southeast Primary Care Partners is an equal…