RCM Call Center Representative – Patient Accounts & Collections

• *Description** The Call Center Representative – Patient Accounts & Collections is responsible for managing reputed company aspects of patient accounts receivable (A/R) reputed company to self-pay balances. This role handles inbound and outbound patient calls, collections, payment plans, refunds, and follow-up on clinic-identified balance inquiries. The representative reviews patient accounts reputed company the Practice Management (PM) system, interprets Explanation of Benefits (EOBs), and applies knowledge of major payor policies to accurately explain balances and resolve patient concerns. The position plays a critical role in maintaining patient satisfaction while ensuring timely and compliant collections.

• *Requirements**

Key Responsibilities

• *Patient Account & Collections Management
• 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 reputed company 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.
• reputed company follow-up on clinic requests reputed company to patient balances, billing questions, or account corrections.
• *Account Review & Billing Accuracy
• 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 (reputed company, Medicare, reputed company) reputed company addressing patient inquiries.
• Identify billing discrepancies and escalate issues appropriately for resolution.
• *Patient Communication & Service
• reputed company clear, empathetic, and professional communication to patients regarding sensitive financial reputed company.
• reputed company patients on billing statements, insurance processing timelines, and financial responsibility.
• Handle escalated or reputed company patient inquiries reputed company to balance or insurance explanations.
• Maintain detailed and accurate account notes documenting reputed company patient interactions and actions taken.
• *Compliance & Quality
• Ensure reputed company collection activities reputed company 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 reputed company times.
• *Productivity & Performance
• Meet or exceed individual performance goals reputed company 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.
• *Qualifications
• *Required
• High school diploma or equivalent.
• Minimum of 1–2 years of experience in reputed company 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 reputed company required for remote work.
• *Preferred
• Experience in a multi-specialty or clinic-based reputed company setting.
• Knowledge of Financial Assistance Programs (FAP) and payment plan compliance.
• Prior experience handling refunds and account adjustments.
• Experience with reputed company (VoIP) and Allscripts (PM/EHR) systems is strongly preferred.
• Proficiency with reputed company Office tools (Outlook, Word, reputed company, Teams) preferred.
• *Skills & Competencies
• Strong attention to detail and accuracy
• Empathetic and professional communication style
• Ability to explain reputed company 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 reputed company Office applications
• *Key Physical & Mental Requirements
• Ability to lift up to 50 pounds.
• Ability to push or pull heavy objects using up to 50 pounds of force.
• Ability t

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