Mindpath Health is seeking a Patient Account Representative to join our Revenue Cycle Management team. In this role, you will be the primary point of contact for patients with billing-related concerns, resolving questions about insurance and payments to positively impact the patient journey through superior customer service.
What You'll Do
- Serve as the first point of contact for patients calling with billing questions, demonstrating outstanding, empathetic, and professional customer service.
- Answer consecutive inbound calls in a high-volume call center environment, addressing and owning caller complaints with a focus on patient satisfaction.
- Accurately analyze patient accounts, identifying and correcting errors resulting in incorrect patient balances.
- Cross-functionally collaborate with internal teams, acting as patient advocate to drive resolution.
- Assist callers in understanding next steps for account resolution, including initiating outbound calls to patients’ insurance, claim resubmission, and payment plan options.
- Respond to inbound patient correspondence inquiries, demonstrating clear and professional written communication skills.
- Courteously and empathetically educate callers regarding insurance, billing, payments, organizational workflows, and Mindpath Health policies.
- Effectively utilize de-escalation skills and maintain a positive, solutions-focused attitude when engaging with upset or frustrated patients.
- Consistently meet and exceed established quality and productivity requirements.
- Maintain a thorough knowledge of key responsibilities and workflows of internal Mindpath Health teams.
- Prioritize patient needs, appropriately highlighting time-sensitive or urgent requests.
- Act as liaison between internal Mindpath Health teams and the patient to manage expectations and provide status updates.
- Clearly communicate pertinent information to key stakeholders, defining the recipient’s deliverables, and follow up to ensure alignment.
- Accurately document call details including main drivers and actions taken for visibility across all teams.
- Maintain awareness of caller feedback, communicating with team members, and escalating to leaders when indicative of a larger-scale issue.
- Demonstrate ability to thrive in dynamic environments, maintaining composure and efficiency amid shifting priorities and unforeseen challenges.
- Establish and maintain a positive working relationship with Patient Accounts team members and leaders.
- Demonstrate a willingness to receive feedback from leaders and peer mentors for continued growth.
- Adhere to established schedule to ensure availability for inbound calls.
- Actively participate in peer support and assist new team members.
- Identify priority opportunities to enhance patient satisfaction, team efficiency, or process improvements and communicate suggestions to RCM leaders.
- Comply with Mindpath Health policies and procedures including strict patient privacy procedures.
What We're Looking For
- High School degree or equivalent
- 2+ years of recent experience in patient-facing revenue cycle or customer service roles, preferably in a healthcare setting
- 1+ year of experience working in a remote or hybrid environment
- EMR/EHR or practice management systems experience required
- Basic knowledge of the claim lifecycle and healthcare claims processing including ICD-10 and CPT codes and healthcare reimbursement methodologies
- Proficiency with Microsoft Office (Outlook, Excel, and SharePoint)
- Excellent verbal and written communication skills
- Exceptional interpersonal skills, including the ability to establish and maintain effective rapport with patients and staff at all levels of the organization
- Professional, calm, and friendly demeanor with proven ability to successfully de-escalate callers and empathetically navigate challenging conversations
- Strong attention to detail with the ability to prioritize and multitask in a fast-paced environment
- Demonstrated ability to exercise critical thinking and appropriate judgement when resolving customer concerns
- Positive and team-centric attitude with a focus on collaboration, preferably in remote environment
- Must be able to maintain strict confidentiality of all personal/health sensitive information
Nice to Have
- Experience with AdvancedMD and NextGen EMR/EHR or practice management systems
Technical Stack
- EMR/EHR systems
- Practice management systems
- AdvancedMD
- NextGen
- Microsoft Office (Outlook, Excel, SharePoint)
Team & Environment
You will be a key member of the Revenue Cycle Management team.
Benefits & Compensation
- Medical, Dental, Vision, and EAP
- LTD/Life Insurance
- 401k with employer match
- PTO accrual starting at 15 days per year
- Paid Parental Leave
- Tuition Reimbursement Program
Work Mode
This is a remote position open to candidates located in AZ, TX, NC, SC, or FL.
Mindpath Health is an equal opportunity employer.
