Front Desk - Patient Financial Services

The base pay range for this position is $21.31-$30.54 Hourly however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Customer Services Representative

Monday - Friday, 8am - 5pm

Become part of an inclusive organization whose goal is to improve the health and well-being of the unique communities we serve.

Pullman Regional is an innovative, patient-focused, multi-disciplinary based work environment where all members of the team contribute to the exceptional care of our patients and the community.

The Customer Service Representative provides professional, compassionate, and responsive customer service to patients throughout their financial journey. This position assists patients with billing questions, account balances, payment options, insurance-related questions, and other financial concerns through in-person, telephone, email, and electronic communication.

• Monitors and works assigned self-pay accounts and work queues to ensure timely follow-up and resolution of outstanding balances.
• Provides accurate, courteous, and compassionate assistance to patients regarding billing, account balances, payments, insurance, financial assistance, and other account-related questions through in-person, telephone, email, MyChart, and other approved communication methods.
• Reviews and research patient accounts and coordinates with internal departments, insurance representatives, or other appropriate resources to resolve account issues.
• Accurately documents patient communications, account activity, follow-up actions, and resolutions in Epic and other applicable systems.
• Accepts and accurately processes patient payments and prepares daily bank deposits in accordance with established policies and procedures.
• Processes incoming and outgoing correspondence, including scanning and routing documents to the appropriate Patient Financial Services team member for follow-up.
• Performs daily mail runs and other routine departmental operational duties.
• Maintains petty cash and related documentation in accordance with organizational policies and procedures.
• Protects patient confidentiality and comply with HIPAA, organizational policies, and applicable regulatory requirements.
• Participates in departmental projects, process improvement activities, and other assignments as directed.
• Maintains punctual and regular attendance and is present for scheduled shifts.

• High school diploma or equivalent.
• Previous customer service experience.
• Strong communication, computer, organizational, and problem-solving skills.
• Ability to handle sensitive financial conversations with empathy, discretion, and professionalism.
• Strong communication and customer service skills when working with patients, colleagues, insurance representatives, and other customers.
• Strong organizational, problem-solving, and time-management skills with attention to detail and accuracy.
• Ability to prioritize multiple responsibilities, work independently, and collaborate effectively as part of a team in a fast-paced environment.
• Proficiency with computers and electronic systems, including Microsoft Office, Outlook, Excel, Epic, or other applicable electronic medical record and revenue cycle systems.
• Ability to accurately research, document, and retrieve patient and account information within applicable systems.

• Healthcare, medical billing, Patient Financial Services, registration, or collections experience.
• Knowledge of medical terminology, insurance terminology, and healthcare revenue cycle processes.

• Medical/Vision, Dental, Health Savings Account, and Paid Leave Time
• Employer Paid Life Insurance and Long-Term Disability Retirement with Employer Matching Contributions
• Voluntary Benefits that include:
  Life Insurance, Critical Illness, Accident Insurance, and Short-Term Disability Services Discount and EAP Resources

The job posting highlights the most critical responsibilities and requirements of the job. It is not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

Applicants with disabilities who require assistance or accommodation should contact Human Resources at human resources

Pullman Regional Hospital is a critical access hospital with a physician clinic network located in Pullman, Washington, at the heart of the Palouse. We provide an…