Role Description Under supervision, the Patient Account Representative will be responsible for effectively communicating with patients to explain medical billing and insurance claims, resolve inquiries, and ensure timely payment collection. - Handle inbound and outbound patient calls to address medical billing statements, insurance claims, payment collection, and related financial matters. - Explain billing processes, insurance coverage, and payment options to patients in a clear and concise manner. - Provide outstanding customer service by addressing patient inquiries, resolving billing discrepancies, and answering questions regarding insurance benefits and claim status. - Verify patient demographic and insurance information, ensuring accuracy and making necessary updates as required. - Update patient accounts with relevant information obtained during phone conversations, including payment arrangements, financial assistance applications, or any other relevant documentation. - Work closely with insurance companies, coding specialists, and other team members to resolve any claim denials or issues impacting patient payments. - Assist patients in understanding and navigating the process for filing insurance claims and submitting necessary documentation. - Educate patients on financial assistance programs, payment plans, and available resources for managing medical expenses. - Document all communication with patients accurately and thoroughly in the appropriate systems or databases. - Attend various meetings virtually such as team meetings, training meetings, one-on-one meetings, etc. - Adhere to company policies, procedures, and regulatory guidelines to ensure compliance with patient privacy (HIPAA) and collection practices. - Perform other duties as directed. Qualifications - Minimum of 1-2 years prior experience/knowledge of medical billing processes, insurance terminology, and reimbursement practices. - Proficient computer skills and experience with electronic health records (EHR) or billing software systems. - High School diploma or equivalent; additional education in healthcare administration or related field is a plus. - Proven experience in a customer service or call center role, preferably within the healthcare industry. Requirements - Ability to prioritize and multi-task in a fast-paced, changing environment. - Demonstrate ability to work in all work types and specialties. - Demonstrate ability to self-motivate, set goals, and meet deadlines. - Demonstrate problem-solving skills and the ability to think critically to identify and implement appropriate solutions. - Demonstrate excellent verbal communication skills, with the ability to effectively explain complex billing and insurance concepts to patients. - Strong active listening skills to understand patient concerns and provide appropriate resolutions. - Maintain courteous and professional working relationships with employees at all levels of the organization. - Work in accordance with corporate and organizational security policies and procedures. - Ability to remain calm and composed in stressful situations, and effectively de-escalate any conflicts or disputes. - Compassionate and empathetic personality to handle patient inquiries and concerns with sensitivity and professionalism. - Skill in operating a personal computer and utilizing a variety of software applications is essential. - Knowledge of JCAHO, coding compliance, and HIPAA HITECH standards affecting medical records and the impact on reimbursement and accreditation is an added advantage. Benefits - Comprehensive benefits package that may include health, dental, and vision coverage. - Voluntary insurance options. - 401(k) plan with employer match. - Professional development opportunities. - Paid time off and holiday pay. - Opportunity to participate in bonus programs, commissions, or other variable incentive plans. Company Description Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. - The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners. - Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines.