EO, Patient Account Resolution Specialist

QHR Health, LLC dba Ovation Healthcare; United States; Hybrid; USD 35,000 - 50,000; Full time

Job summary

QHR Health, LLC dba Ovation Healthcare is seeking a Patient Account Resolution Specialist to serve as the primary point of contact for patients. This role involves addressing inquiries, resolving account balances, and providing exceptional customer service while managing high call volumes.

The ideal candidate will have a GED or High School Diploma, 1+ years of experience in customer service, and a proficiency in Microsoft Office tools. The position offers a hybrid work arrangement based in Huntsville, AL.

Qualifications

• 1+ years of customer service experience in a call-center environment.
• Previous negotiations, sales, or collections experience strongly preferred.
• Experience in medical collections or revenue cycle preferred but not required.

Responsibilities

• Handle 75+ inbound and outbound calls daily.
• Conduct daily collections on patient account balances.
• Review patient accounts for billing accuracy.
• Maintain detailed records of all patient interactions.
• Focus on high-quality customer service.

Skills

Proficient customer service practices

10-key touch typing (minimum 35 wpm)

Excellent communication skills

Time management

Knowledge of legal/HIPAA regulations

Education

GED or High School Diploma

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

Summary

The Patient Account Resolution Specialist serves as the primary point of contact for patients, addressing inquiries, resolving account balances, and providing accurate information while delivering exceptional customer service. This role involves managing both inbound and outbound calls with a strong focus on first‑call resolution.

Duties and Responsibilities

• Efficiently handle 75+ inbound and outbound calls daily, ensuring effective resolution of patient inquiries.
• Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.
• Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.
• Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.
• Consistently achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.
• Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.
• Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.
• Focus on providing high‑quality customer service with each call, ensuring patient satisfaction and effective issue resolution.
• Practice active listening techniques to fully understand patient concerns, aiming for first‑call resolution whenever possible.
• Maintain a professional and courteous demeanor when interacting with patients, management, and team members.
• Perform other duties as assigned, contributing to the overall success of the department and organization.

Knowledge, Skills, and Abilities

• Proficient customer service best practices, ensuring a positive and efficient experience for every patient.
• Accurate calculation and application of discounts in accordance with company policies and procedures.
• 10‑key touch typing with a minimum typing speed of 35 words per minute.
• Strong understanding of client‑specific requirements, billing and recovery cycle, and legal/HIPAA regulations.
• Proficiency with Windows‑based systems and Microsoft Office products (Excel, Word, Outlook).
• Excellent interpersonal, written, and verbal communication skills.
• Negotiation and closing skills.
• Effective time management, active listening, and active learning abilities.
• Ability to multi‑task, monitor performance, and maintain accurate record keeping.
• Proficiency in English comprehension, written expression, oral comprehension, and oral expression.

Qualifications

• GED or High School Diploma.
• 1+ years of customer service experience in a call‑center environment.
• Previous negotiations, sales, or collections experience strongly preferred.
• Experience in medical collections or revenue cycle preferred but not required.

Working Conditions and Physical Requirements

• Stationary workstation for 8 hours; use of desktop computer or laptop.
• Data entry into systems using mouse and keyboard.
• Clear telephone communication; ability to meet performance goals.
• Reliable high‑speed internet; stable Wi‑Fi; video conferencing; cloud‑based tools.
• HIPAA‑compliant work environment with secure workspace, no use of public Wi‑Fi unless VPN is used.
• Hybrid or onsite role in Huntsville, AL.

Job Type & Location

Hybrid: first 90 days in‑office; thereafter work from home depending on performance. Location: Huntsville, AL.