Front Desk - Patient Financial Services

pullmanregionalhospital; Pullman (WA); On-site; USD 29,000 - 42,000; Full time

Benefits offered by this job

Medical/Vision, Dental, Health Savings

Paid Leave Time

Employer Paid Life Insurance

Long-Term Disability

Retirement with Employer Matching

Voluntary Benefits

EAP Resources

Job summary

Pullman Regional Hospital is seeking a Customer Service Representative to provide professional, compassionate support to patients on billing and financial questions across in-person, phone, and electronic channels.

Responsibilities include following up on self-pay balances, assisting with insurance queries, processing payments, documenting activity in Epic, and maintaining HIPAA compliance in a fast-paced, patient-centered environment.

Qualifications

• Ability to handle sensitive financial conversations with empathy and professionalism.
• Strong communication and problem-solving skills.
• Proficiency with computers and basic office software (MS Office, Outlook, Excel).

Responsibilities

• Monitor and follow up on self-pay accounts to resolve balances.
• Assist patients with billing questions, insurance inquiries, and payment options.
• Document patient communications and account activity in Epic.
• Process payments and prepare daily bank deposits.
• Handle mail, scanning, and routing of documents to the Patient Financial Services team.
• Maintain confidentiality and HIPAA compliance.

Skills

Communication

Problem-solving

Time management

Attention to detail

Empathy

Microsoft Office

Outlook

Excel

Epic

Education

High school diploma or equivalent

Tools

Epic

Job description

Pay Range:

The base pay range for this position is $21.31-$30.54 Hourly however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Job Title:

Customer Services Representative

Work Schedule for this Position:

Monday - Friday, 8am - 5pm

About the Team:

Become part of an inclusive organization whose goal is to improve the health and well-being of the unique communities we serve.

Company Statement:

Pullman Regional is an innovative, patient-focused, multi-disciplinary based work environment where all members of the team contribute to the exceptional care of our patients and the community.

Position Overview:

The Customer Service Representative provides professional, compassionate, and responsive customer service to patients throughout their financial journey. This position assists patients with billing questions, account balances, payment options, insurance-related questions, and other financial concerns through in-person, telephone, email, and electronic communication.

A Day in the Life:

• Monitors and works assigned self-pay accounts and work queues to ensure timely follow-up and resolution of outstanding balances.
• Provides accurate, courteous, and compassionate assistance to patients regarding billing, account balances, payments, insurance, financial assistance, and other account-related questions through in-person, telephone, email, MyChart, and other approved communication methods.
• Reviews and research patient accounts and coordinates with internal departments, insurance representatives, or other appropriate resources to resolve account issues.
• Accurately documents patient communications, account activity, follow-up actions, and resolutions in Epic and other applicable systems.
• Accepts and accurately processes patient payments and prepares daily bank deposits in accordance with established policies and procedures.
• Processes incoming and outgoing correspondence, including scanning and routing documents to the appropriate Patient Financial Services team member for follow-up.
• Performs daily mail runs and other routine departmental operational duties.
• Maintains petty cash and related documentation in accordance with organizational policies and procedures.
• Protects patient confidentiality and comply with HIPAA, organizational policies, and applicable regulatory requirements.
• Participates in departmental projects, process improvement activities, and other assignments as directed.
• Maintains punctual and regular attendance and is present for scheduled shifts.

About You!

This Job is For You if You Have:

• High school diploma or equivalent.
• Previous customer service experience.
• Strong communication, computer, organizational, and problem-solving skills.
• Ability to handle sensitive financial conversations with empathy, discretion, and professionalism.
• Strong communication and customer service skills when working with patients, colleagues, insurance representatives, and other customers.
• Strong organizational, problem-solving, and time-management skills with attention to detail and accuracy.
• Ability to prioritize multiple responsibilities, work independently, and collaborate effectively as part of a team in a fast-paced environment.
• Proficiency with computers and electronic systems, including Microsoft Office, Outlook, Excel, Epic, or other applicable electronic medical record and revenue cycle systems.
• Ability to accurately research, document, and retrieve patient and account information within applicable systems.

A Wow if You Have:

• Healthcare, medical billing, Patient Financial Services, registration, or collections experience.
• Knowledge of medical terminology, insurance terminology, and healthcare revenue cycle processes.

Company Perks:

• Medical/Vision, Dental, Health Savings Account, and Paid Leave Time
• Employer Paid Life Insurance and Long-Term Disability
• Retirement with Employer Matching Contributions
• Voluntary Benefits that include: Life Insurance, Critical Illness, Accident Insurance, and Short-Term Disability
• Services Discount and EAP Resources

A Few More Important Points:

The job posting highlights the most critical responsibilities and requirements of the job. It is not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

Disability Contacts:

Applicants with disabilities who require assistance or accommodation should contact Human Resources at [e-mail]