Patient Account Representative

Schedule:

Training - Monday-Friday, 8:30-4:30 Mountain

Regular schedule - Monday-Friday, 9:30-6:00 Mountain

Aquent is partnering with a leading healthcare organization dedicated to improving patient care through efficient and compassionate service. This organization is at the forefront of delivering exceptional patient experiences, leveraging technology and a highly skilled team to manage patient accounts with precision and empathy. By joining their team, you will play a crucial role in ensuring seamless financial interactions for patients, directly contributing to their peace of mind and the overall success of a vital healthcare mission.

About the Role: Patient Account Representative

Are you a customer service champion with a passion for making a tangible difference in people's lives? We are seeking a highly motivated and detail-oriented Patient Account Representative to join a dynamic team at our client's organization. In this essential role, you will be the first point of contact for patients, their representatives, and insurance companies, providing critical support and resolution for account inquiries. Your exceptional communication skills and commitment to service will directly impact patient satisfaction and operational efficiency, making every interaction a step towards better healthcare experiences. This is an opportunity to thrive in a high-volume environment, where your ability to multitask and provide accurate information will be highly valued and celebrated.

What You'll Do

• Professionally and courteously respond to a high volume of inbound calls from patients, authorized representatives, and insurance companies regarding patient accounts.
• Research and resolve complex account inquiries by efficiently accessing and updating information across multiple computer systems.
• Generate accurate written requests for follow-up activities by other teams, ensuring comprehensive account documentation.
• Process written requests from various departments in a timely and precise manner.
• Utilize approved resources, scripts, and correspondence materials to provide consistent and accurate information.
• Continuously develop and maintain expertise in client-specific policies, procedures, and reference materials.
• Document all customer interactions meticulously according to established guidelines.
• Contribute to special projects and assignments, completing them accurately and within deadlines.
• Adhere strictly to all company policies, procedures, and compliance requirements.
• Maintain a professional and camera-ready presence, especially during training and occasionally during production, demonstrating commitment to a collaborative and engaging work environment.

What You'll Bring

Required Qualifications:

• High school diploma or equivalent.
• Minimum of 1 year of experience in customer service, an inbound call center environment, healthcare revenue cycle, or related fields.
• Proven ability to manage a high volume of inbound calls (e.g., 45-50 calls per day, 6-8 calls per hour).
• Demonstrated strong verbal communication skills with excellent telephone etiquette.
• Mandatory strong attendance background and reliability.
• Exceptional multitasking abilities to manage inquiries and system navigation simultaneously.
• Strong computer knowledge and proficiency, including the ability to navigate multiple systems.
• Ability to meet established quality, productivity, and performance standards.

Nice-to-Have Qualifications:

• Experience with Epic or similar healthcare-specific software.
• Healthcare experience, particularly in billing, patient accounts, or revenue cycle operations.
• Bilingual proficiency in English and Spanish.
• Previous word-processing experience with a minimum typing speed of 35 words per minute (WPM).

Key Skills for Success:

• **Customer Focus:** A genuine commitment to delivering exceptional service and positive patient experiences.
• **Communication:** Clear, concise, and empathetic verbal and written communication.
• **Accountability:** Taking ownership of tasks and outcomes with a strong sense of responsibility.
• **Attention to Detail:** Meticulous in managing account information and documentation.
• **Problem Solving:** Resourceful and effective in resolving complex inquiries independently.
• **Time Management:** Efficiently managing workload in a fast-paced, high-volume environment.
• **Adaptability:** Flexible and responsive to changing priorities and new information.
• **Teamwork:** A professional, friendly, and collaborative approach to working with colleagues.

About Skill:

Skill connects the best professional and administrative talent with the world's biggest brands.

Our eligible talent get access to benefits such as stipends for health premiums, retirement plans with match and flexible spending accounts.

Skill is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.