PATIENT ACCOUNTS REPRESENTATIVE

Paycom; Emmett (ID); On-site; USD 42,000 - 64,000; Full time

Job summary

Valor Health Hospital in Emmett, ID is seeking a Patient Accounts Representative to manage self-pay accounts, coordinate collections, and assist with financial aid programs. The role emphasizes clear communication, patient empathy, and compliant billing while supporting accurate balance resolution.

The position requires strong customer service skills, familiarity with Cerner and billing processes, and the ability to work in a fast-paced healthcare environment.

Qualifications

• High school diploma or equivalent.
• Experience in hospital or physician office billing or collections preferred.
• Strong customer service and communication skills.
• Ability to handle sensitive financial conversations with professionalism and empathy.
• Proficient in Microsoft Office; familiarity with billing/EHR systems.

Responsibilities

• Manage assigned self-pay patient account caseload and queues.
• Contact patients to resolve balances via payment, partial payment, or arrangements.
• Explain charges, services, and Valor Health policies clearly.
• Establish and monitor payment plans per policy and patient ability.
• Escalate or refer accounts to external collections when appropriate.
• Screen patients for financial assistance eligibility per FAP.
• Educate patients on available financial assistance programs.
• Assist patients in completing assistance applications and submissions.
• Ensure eligibility is evaluated before escalation to collections.
• Provide professional, compassionate customer service to patients and guarantors.
• Address inquiries about billing, payments, and options.
• Maintain confidentiality in all communications.
• Adhere to policies and regulations; ensure compliant billing.
• Collaborate with supervisor to improve collection processes.
• Use EHR/billing systems (Cerner) to document activity.
• Update demographics and financial information as needed.
• Meet productivity and performance benchmarks.
• Participate in department meetings and quality initiatives.
• Maintain effective relationships across departments.
• Perform other duties as assigned.

Skills

Customer service

Communication

Organizational skills

Microsoft Office

Cerner experience

Billing experience

Spanish (optional)

Education

High school diploma or equivalent

Tools

Cerner

Job description

Job Details: Job Location: Valor Health Hospital - Emmett, ID 83617, Position Type: Full Time, Job Shift: Day, Position Title: Patient Accounts Representative

Department: Business Office

Supervisor’s Title: Business Office Manager

Position Summary

The Patient Accounts Representative is responsible for managing patient account resolution by coordinating collections, establishing payment plans, and assisting patients with financial assistance programs. This role ensures a positive and compliant patient financial experience while supporting timely and accurate resolution of outstanding balances.

Principal Functions and Responsibilities

Patient Account Management & Collections

• Manage assigned self-pay patient account caseload and work assigned account queues efficiently and accurately.
• Contact patients by telephone and other communication methods to resolve outstanding balances through full payment, partial payment, or payment arrangements.
• Explain billed charges, services, and Valor Health payment policies in a clear and professional manner.
• Establish and monitor payment plans in accordance with organizational policy and patient financial capability.
• Identify and recommend accounts for escalation, adjustments, or referral to external collection agencies when appropriate.

Financial Assistance Support

• Screen patients for financial assistance eligibility in accordance with Valor Health’s Financial Assistance Policy (FAP).
• Educate patients on available financial assistance programs and payment options.
• Assist patients in completing financial assistance applications and ensure timely and accurate submission of required documentation.
• Ensure patients are evaluated for financial assistance eligibility prior to escalation to collections, in compliance with regulatory requirements.

Customer Service & Patient Experience

• Provide professional, compassionate, and solution-oriented service to patients and guarantors.
• Address patient inquiries regarding billing, payments, and financial options.
• Maintain confidentiality and discretion in all communications.

Compliance & Process Improvement

• Adhere to Valor Health billing, collections, and financial assistance policies, as well as applicable federal and state regulations.
• Ensure compliance with fair billing and collection practices, including pre-collection screening requirements.
• Collaborate with the Business Office Manager and Patient Financial Advocate to improve patient collection processes and outcomes.

Systems & Documentation

• Utilize EHR and billing systems (e.g., Cerner) to document account activity, maintain accurate records, and manage workflows.
• Update patient demographic and financial information as needed to ensure accurate billing and communication.

Performance Expectations

• Meet established productivity and performance benchmarks, including:
• Accounts worked per day
• Outbound call activity
• Cash collections
• Payment plan setup rates
• Financial assistance application support

General Responsibilities

• Participate in department meetings, training, and quality improvement initiatives.
• Maintain effective working relationships with patients, staff, and other departments.
• Perform other duties as assigned.

Qualifications: Position Qualifications / Requirements

Minimum Education:

• High school diploma or equivalent

Preferred Experience and Skills:

• Experience in hospital or physician office business office, medical billing, or collections
• Experience with patient financial assistance programs preferred
• Strong customer service and communication skills (verbal and written)
• Ability to handle sensitive financial conversations with professionalism and empathy
• Strong organizational skills and attention to detail
• Ability to prioritize tasks and work in a fast-paced environment
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience with EHR or billing systems (Cerner preferred)
• Bilingual (Spanish) preferred but not required
• Ability to work independently and as part of a team
• Ability to flex schedule based on workflow needs

Work Environment

Working Conditions:

Primarily office environment with direct patient interaction. May involve exposure to typical healthcare settings.

Physical Requirements:

• Standing, walking, bending, stooping, sitting, hand-eye coordination, and verbal communication.