Patient Account Represenative

Pure Infusion; Sandy (UT); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

401(k) Matching

Health, Vision, and Dental Insurance

Paid time off

Community service day

Job summary

Pure Infusion in Utah is seeking a Patient Account Representative to be the calm, clear voice handling statements, balances, and payment options with empathy.

You will answer calls, explain charges in plain language, process payments, set up plans, and escalate complex matters to Senior Medical Billers.

Collaborate with clinicians and billing colleagues to resolve questions, document interactions in AdvancedMD or Waystar, and help patients feel supported and understood.

Qualifications

• Experience in medical billing, patient access, or a call center role (infusion or specialty pharmacy experience preferred).
• Strong communication skills with the ability to explain financial information in clear, simple language.
• Comfort taking payments, discussing balances, and setting up payment plans with tact and empathy.
• High attention to detail, reliability, and accuracy in documentation and handling of financial information.
• Ability to work in a fast-paced, phone-heavy environment while staying calm, patient, and professional.

Responsibilities

• Answer incoming patient calls about infusion billing statements, balances, and payment options with professionalism and empathy.
• Clearly explain patient statements, including deductibles, co-insurance, specialty drug costs, infusion chair fees, and payment responsibilities in simple, understandable terms.
• Take payments over the phone, process transactions securely, and issue confirmations according to policy.
• Set up and maintain patient payment plans that follow organizational guidelines, documenting terms and next steps.
• Conduct outbound calls to patients to remind them of balances, take payments, and establish or adjust payment plans.
• Triage complex billing, coding, or payer-related questions to Senior Medical Billers, ensuring all relevant details are captured for efficient follow-up.
• Accurately document every interaction in the billing system (e.g., AdvancedMD, Waystar, or similar), including questions, explanations given, and actions taken.
• Collaborate with senior billers, financial counselors, and clinic staff to resolve patient concerns and close the loop with patients when follow-up is completed.

Skills

Communication skills

HIPAA compliance

Empathy

Call center experience

Detail oriented

Tools

AdvancedMD

Waystar

Job description

High-cost infusion therapies can transform patients' lives, but their bills can be confusing and stressful. We're looking for a Patient Account Representative who can turn that stress into clarity, one phone call at a time.

Why This Role Feels Different

This isn't a scripted, transactional call center job. Every conversation you have is with a patient trying to understand what they owe and why, and how you explain it can be the difference between a patient who feels supported and one who feels lost.

You'll be the calm, clear voice on the other end of the line, helping patients make sense of deductibles, co-insurance, specialty drug costs, and infusion chair fees, and finding payment solutions that actually work for them.

If you like being the person who makes hard conversations easier, this role gives you that chance every single day.

The Job

As a Patient Account Representative, you are the first line of support for patients calling about their statements, balances, and payment options. You will answer incoming calls, explain statements in plain language, accept payments, set up payment plans, and triage more complex issues to Senior Medical Billers for deeper review.

Key Responsibilities

Answer incoming patient calls about infusion billing statements, balances, and payment options with professionalism and empathy.

Clearly explain patient statements, including deductibles, co-insurance, specialty drug costs, infusion chair fees, and payment responsibilities in simple, understandable terms.

Take payments over the phone, process transactions securely, and issue confirmations according to policy.

Set up and maintain patient payment plans that follow organizational guidelines, documenting terms and next steps.

Conduct outbound calls to patients to remind them of balances, take payments, and establish or adjust payment plans.

Triage complex billing, coding, or payer-related questions to Senior Medical Billers, ensuring all relevant details are captured for efficient follow-up.

Accurately document every interaction in the billing system (e.g., AdvancedMD, Waystar, or similar), including questions, explanations given, and actions taken.

Collaborate with senior billers, financial counselors, and clinic staff to resolve patient concerns and close the loop with patients when follow-up is completed.

The Ideal Candidate

We are looking for someone who can stay calm, patient, and professional in a fast-paced, phone-heavy environment while treating every patient with empathy and respect. Ideal candidates will:

Meet or exceed department standards for call quality, professionalism, and empathy in all patient interactions.

Keep up with expectations for average speed of answer, call handling time, and after-call documentation.

Take pride in high patient satisfaction on surveys and quality reviews related to billing and payment support.

Maintain accurate, complete, and timely documentation on all accounts and calls.

Bring strong communication skills and the ability to explain financial information in clear, simple language.

Feel comfortable discussing balances, taking payments, and setting up payment plans with tact and empathy.

Required Qualifications

Experience in medical billing, patient access, or a call center role (infusion or specialty pharmacy experience preferred).

Strong communication skills with the ability to explain financial information in clear, simple language.

Comfort taking payments, discussing balances, and setting up payment plans with tact and empathy.

High attention to detail, reliability, and accuracy in documentation and handling of financial information.

Ability to work in a fast-paced, phone-heavy environment while staying calm, patient, and professional.

Commitment to confidentiality and compliance with HIPAA and organizational policies.

About Pure Infusion

Pure Infusion is a fast-growing healthcare company and a leader in chronic-condition infusion therapy. We deliver a personalized, private, and meaningful infusion experience for patients who often need ongoing care and consistency. Pure Infusion has been recognized as one of Utah's fastest-growing companies, and we believe that growth is a reflection of our people, purpose, values, and patient‑first culture.

Our patients are referred by specialty physicians for biologic and other infusion therapies, often related to autoimmune disorders or primary deficiencies. These patients need more than an appointment. They need a place that feels calm, professional, comfortable, and human.

Our Core Values

We live by four core values that define our culture and guide our hiring:

People-Obsessed

We care deeply about patients, teammates, referring providers, and every person who interacts with Pure Infusion.

Relentlessly Improving

We look for ways to make every visit, every process, and every interaction better than it was yesterday.

We are willing to challenge old healthcare assumptions and build a better model for patients and teams.

Grateful

We serve with humility, appreciate the people around us, and believe gratitude should turn into action.

Schedule and Benefits Snapshot

Our regular hours are generally Monday through Friday, 8 a.m. to 5 p.m., with most weekends and holidays off. In addition to a competitive hourly rate, we offer:

• Competitive hourly rate
• 401(k) Matching
• Health, Vision, and Dental Insurance
• Over 20 days of paid time off annually
• One paid community service day each year to give back in a way that matters to you, either with your clinic, with the corporate team, or through a community cause you personally care about