Patient Financial Services Representative

About the role

Rewarding career. Competitive salary. Outstanding benefits.

Patient Financial Services Representative is responsible for managing the full life cycle of a patient account, pre-visit through final resolution. This includes working closely with patients, internal departments, other providers, and insurance payers to ensure accurate billing, timely reimbursement, and a positive financial experience for patients.

This role supports hospital and clinic services in a Critical Access Hospital (CAH) environment and requires an understanding of payer benefits, revenue cycle workflows, and customer service excellence. Patient Financial Services representative serves as a key point of contact for both patients and providers, ensuring accounts are handled accurately, efficiently, and compassionately.

Standard Expectations

• Promotes a Positive Working Environment
• Conducts oneself in line with organization's mission, values and standards of behavior.
• Accepts change and challenges with a positive attitude.
• Consistently adheres to organizational policy.
• Communicates Effectively
• Builds relationships and works collaboratively with other staff.
• Provides timely operational updates to supervisor.
• Responds to communications in a timely manner.
• Performs Duties Efficiently and Effectively
• Follows procedures.
• Acts in compliance with applicable federal, state, and local regulations.
• Performs other duties as assigned.

Duties & Responsibilities

Patient Interaction and Customer Service

• Serve as a primary point of contact for patient billing inquiries, providing clear and compassionate communication
• Inform and assist patients with good faith estimates and prepayments prior to services
• Educate patients on their financial responsibility, insurance coverage, and payment options
• Assist patients with payment arrangements, financial assistance, and charity care processes
• Resolve patient concerns promptly while maintaining a high level of professionalism and empathy

Accounts Receivable and Patient Follow-Up

• Monitor and review all Self-Pay Work Queues including Null, Follow-Up, Pre-Collect, Payment Plan, Pre-collect payment, Credit balance, Employee Review, Returned Mail, and Charity care
• Review and audit all uninsured accounts to ensure eligibility for insurance or charity care coverage and to establish payment plans
• Escalate patient concerns as needed to Medical Biller or leader as appropriate
• Research and resolve denials related to coordination of benefits, eligibility, or denials for patient information requested by the payer.
• Identify trends and collaborate with internal teams to prevent recurring issues
• Epic HB System Responsibilities
• Utilize Epic HB work queues, dashboards, and reporting tools to manage daily duties and A/R workload.
• Maintain clear and compliant account documentation within Epic
• Identify Epic workflow issues or system errors impacting billing and reimbursement.
• Participate in Epic upgrades, testing, and optimization efforts related to hospital billing and reimbursement.
• Utilized Epic workflows to investigate and document all patient and guarantor activities

Compliance, Audit & Reimbursement Support

• Ensure billing practices comply with CMS, Medicare, Medicaid, State and payer regulations.
• Support audits, payer reviews, and medical record requests related to hospital claims.
• Assist leadership with data gathering and documentation related to cost report preparation and reimbursement analysis.
• Adhere to hospital policies, HIPAA requirements, and billing compliance standards.

Team Support & Cross-Coverage

• Provide cross-coverage within the Patient Financial Services or Patient Access teams as needed.
• Assist with patient billing inquiries related to hospital accounts in a professional and compassionate manner.
• Participate in department meetings, training, and performance improvement initiatives.

Qualifications

Required

• High school diploma or GED
• Excellent customer service experience
• Strong computer skills in data entry, and knowledge of Microsoft Office Suite

Preferred

• Minimum of 1 years of hospital billing experience.
• Understanding of patient benefits and hospital billing workflows.
• Experience handling payments, cash posting, or financial transactions
• Working knowledge of Epic
• Experience in patient facing hospital position

Work Environment and Physical Demands

• This position is primarily worked in an office environment.
• Primarily stationary with occasional standing, walking, lifting, reaching carrying, kneeling, bending, stooping, pushing and pulling of objects weighing up to 20lbs.
• The position requires continuous finger dexterity and fine manipulation.

If you are looking for a rewarding career with a great team, you'll enjoy your career with us!

Position Details

• Hours per week: 40
• Employee Status: Regular Full Time
• Shift: Day Shift (United States of America)

Pay Range

$21.00 - $36.75

Actual pay offered will vary based on years of experience.

Employee Benefits

• Our benefit package includes medical, dental, vision, life insurance, and retirement options (403(b) & 457).
• Medical insurance coverage begins on day one and is available to both full time and part time employees.
• Additionally, employees receive discounts on medical services provided by Whitman Hospital and Medical Clinics.
• Differentials apply for evening, night, and weekend shifts.
• Our unique PTO plan enables employees to increase their accrual with each year of service!