Patient Account Representative

VieMed Healthcare; Lafayette (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

VieMed Healthcare in Lafayette, LA is seeking a Billing Office Customer Service Specialist to handle inbound calls and emails regarding patient accounts, collect payments, and set up payment plans. You will work closely with patients and internal teams to ensure accurate billing and timely resolution.

This role requires attention to detail, familiarity with CPT/ICD-10, HIPAA, and insurance concepts, and a proactive communication style to escalate issues when needed.

Qualifications

• High School diploma or equivalent.
• Knowledge of basic medical insurance coverage and types (Commercial, Medicare & Medicaid).
• Familiarity with billing systems, CPT/ICD-10 codes, HIPAA, and claim forms.
• Understanding of policies to answer questions from internal and external customers.
• Maintains productivity with accuracy and initiative.

Responsibilities

• Answer inbound calls/emails to the Billing Office.
• Explain patient account questions, collect payments, and establish payment plans.
• Escalate unresolved complaints to supervisor or manager.
• Review and adjust patient billing; generate statements; process payments/refunds.
• Review hardship requests and obtain income documentation per policy.
• Maintain communication with patients, families, and internal teams for patient benefit.
• Report concerns to Revenue Cycle Manager and Supervisor.

Skills

Organizational skills

Microsoft Office proficiency

Attention to detail

Communication skills

Education

High School diploma or equivalent

Job description

• Responsible for answering inbound phone calls/emails to the Billing Office.
• Responsible for addressing patients' questions regarding their accounts, collect payments, and establish payment plans.
• Escalates patient complaints directly to supervisor or manager if unresolved.
• Duties include (but not limited to)
• Review and understand patient billing,
• Adjusting accounts,
• Generating statements,
• Processing payments and refunds
• Review and process patient requests for financial hardship.
• Obtain proof of income as well as documentation to determine if patient qualifies for hardship waivers per Company policy.
• Establishes and maintains effective communication and good working relationships with patients/family, and other internal teams for the patient’s benefit.
• Communicates appropriately and clearly to Manager/Supervisor, and other superiors. Reports all concerns or issues directly to Revenue Cycle Manager and Supervisor
• Other responsibilities and projects as assigned.

Requirements

• High School Diploma or equivalent
• Knowledge of basic medical insurance coverage and/or types such as Commercial, Medicare & Medicaid
• Learns and maintains knowledge of current patient database and billing system
• Working knowledge of CPT and ICD-10 codes, HCFA 1500, UB04 claim forms, HIPAA, billing and insurance regulations, medical terminology, insurance benefits.
• Knowledge of policies and procedures to accurately answer questions from internal and external customers.
• Utilizes initiative while maintaining set levels of productivity with consistent accuracy.

Experience

• Minimum of 2 years Customer Service experience required
• Medical office or patient accounts preferred

Skills

• Superior organizational skills.
• Proficient in Microsoft Office, including Outlook, Word, and Excel.
• Attention to detail and accuracy.
• Effective/professional communication skills (written and oral)