RCM Call Center Representative – Patient Accounts, Collections

• Manage assigned patient accounts receivable 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 via approved payment methods and accurately post transactions in the Practice Management system
• Set up, maintain, and monitor compliant payment plans
• Process and follow up on patient refunds
• Follow up on clinic requests related to patient balances, billing questions, or account corrections
• Review patient accounts to ensure accuracy of charges, payments, adjustments, and insurance processing
• Read and interpret Explanation of Benefits to explain insurance determinations, denials, patient responsibility, and payor adjustments
• Apply knowledge of commercial, Medicare, and Medicaid payor policies when addressing patient inquiries
• Identify billing discrepancies and escalate issues appropriately
• Provide clear, empathetic, and professional communication regarding sensitive financial matters
• Educate patients on billing statements, insurance processing timelines, and financial responsibility
• Handle escalated or complex patient inquiries related to balances or insurance explanations
• Maintain detailed and accurate account notes documenting patient interactions and actions taken
• Ensure collection activities comply with federal and state regulations, organizational policies, and Financial Assistance Program guidelines
• Follow call handling, scripting, and documentation standards
• Protect patient confidentiality and adhere to HIPAA requirements
• Meet or exceed performance goals related 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
• Perform other duties as assigned

• High school diploma or equivalent
• Minimum of 1–2 years of experience in healthcare 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 connection required for remote work
• Experience in a multi-specialty or clinic-based healthcare setting preferred
• Knowledge of Financial Assistance Programs (FAP) and payment plan compliance preferred
• Prior experience handling refunds and account adjustments preferred
• Experience with RingCentral (VoIP) and Allscripts (PM/EHR) systems strongly preferred
• Proficiency with Microsoft Office tools (Outlook, Word, Excel, Teams) preferred
• Strong attention to detail and accuracy
• Empathetic and professional communication style
• Ability to explain complex 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 Microsoft Office applications
• Ability to lift up to 50 pounds
• Ability to push or pull heavy objects using up to 50 pounds of force
• Ability to sit or stand for extended periods during training sessions or on-site support
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to apply logical reasoning for simple and complex problem-solving
• Ability to travel to multiple locations as required to support business needs

• Competitive salary and benefits package
• Health insurance
• Retirement plans
• Paid time off
• Professional development opportunities
• Collaborative and inclusive work culture focused on employee well-being
• Opportunities for advancement within the Revenue Cycle Management department
• Comprehensive training program