Account Representative; Medical Office

Patient Account Specialist

Holidays:
No Holidays

The Patient Account Specialist is responsible for manage customer inquiries by multiple communication methods, address billing questions and issues, and collect payments from patients or clients in a timely and professional manner. This role combines customer service with collections duties, ensuring that outstanding accounts are handled efficiently while maintaining positive relationships with patients and clients. The representative is expected to provide exceptional customer service while meeting performance goals related to collections.

Serves as the primary point of contact for patients, clients and insurance representatives through multiple communication methods such as but not limited to phone calls, emails, patient portal and live chat and occasionally in-person.

Provides accurate information regarding billing inquiries about charges, account balances, and payment options and plans, processing payments and directs complaints to the appropriate staff based on the issues being addressed.

Update and maintain accurate patient records in the healthcare system’s database, including personal information, demographics, insurance details and conversations.

Collaborate with other business office staff to resolve issues related to incorrect charges, payments or insurance claims.

Maintains a high level of professionalism and empathy while dealing with customers even in difficult situations.

Contacts patients with overdue balances through multiple communication methods such as but not limited to phone calls, emails, patient portal and live chat.

Set up payment arrangements within the payment plan policy.

Monitors collections queues to ensure accounts which are past due follow the collection process and issue the required notices by law related to the Fair Debt Collection Practices Act are provided to patients before they are sent to a collection agency.

Collaborate with management to resolve difficult collection issues and elevate as necessary. Report on collection performance and any significant issues or trends to management.

Associates Degree or equivalent experience in a related field

Ability to meet deadlines and performance targets

Advanced time-management and organizational skills to handle multiple priorities with shifting time frames

Proficient use of Microsoft Teams, Word, Outlook, & Excel

Must possess effective customer service oriented communication skills

Professional and respectful attitude, maintaining confidentiality information in compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations, ensuring patient privacy, and data security

Previous billing and/or collection experience

Bilingual in English and Spanish is preferred but not required

Health Insurance:
Options for medical, dental, and vision coverage, as well as mental health support and wellness incentives

• Short and long-term disability, plus additional benefits like accident, critical illness, hospital indemnity, legal assistance, and identity protection plans
• Retirement Planning:
  Access to a 403(b) retirement plan with employer contributions once eligibility requirements are met
• Flexible scheduling, paid time off, and earned sick time to support personal well-being
• Education & Development:
  Paid training, tuition reimbursement, scholarships, and sponsored seminars to foster both personal and professional growth
• Special offers with local businesses, including the YMCA and cell phone providers

For more details or specific information, visit our website or contact Human Resources

It is the policy of Winona Health to work with employees in an equitable fashion regarding promotions, transfers, and position reclassifications.

Any employee wishing to apply for another available position at Winona Health must submit an application for consideration through the internal application portal. The employee’s past performance, experience, training and qualifications will be considered in transfer/hiring decisions. Winona Health does not refuse to hire, discharge, or discriminate against a person with respect to tenure, compensation, terms, upgrading, conditions, facilities, or privileges of employment because of race, color, creed, religion, sex, age, national origin, marital status, genetic information, status with regard to public assistance, membership in a local discrimination commission, sexual orientation, disability, veteran status, or any other…