Patient Billing/Services Representative II - Orthopedic Surgery

Washington University in St. Louis; Missouri; On-site; USD 37,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Vacation/vacation time

Metro U‑Pass

Retirement Savings Plan

Job summary

Washington University in St. Louis is seeking a Patient Billing Services Representative II for our Orthopedic Surgery department in Creve Coeur, MO.

The role focuses on delivering exceptional customer service, accurate registration, and insurance verification in EPIC while managing front-desk duties and patient inquiries. Responsibilities include scheduling, collecting payments, maintaining compliance with HIPAA, and coordinating with the Pre-Arrival team to ensure proper insurance and

Qualifications

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Basic Life Support - American Heart Association, Basic Life Support - American Red Cross
• Billing systems and third‑party claims in a medical office setting; 3 years of related customer service experience.

Responsibilities

• Deliver exceptional customer service with a patient-centered attitude.
• Check in/out scheduled patients; verify registrations, insurance, referrals, and demographics in EPIC.
• Schedule walk-in and same-day appointments.
• Collect copayments, DME payments, self‑pay, and past due balances; enter good faith estimates per No Surprises Act.
• Balance cash drawer and prepare daily deposits.
• Maintain HIPAA compliance and complete required trainings.
• Collaborate with Pre‑Arrival to obtain accurate insurance/referral information.
• Prepare all scheduled appointments and act as patient liaison for additional services.
• Provide concierge-level support in waiting areas and ensure patient needs are met.

Skills

Customer Service

Effective Written Communication

Epic EHR

Financial Information

Insurance

Interpersonal Communication

Interpersonal Relationships

Medical Billing and Coding

Medical Insurance Claims

Office Organization

Organizing

Professional Etiquette

Scheduling

Team Collaboration

Education

High School Diploma

Job description

Position Summary

The Patient Billing Services Representative II is the face of our department and often the first impression of Orthopedic Surgery. They are responsible for providing excellent customer service and creating a positive experience for all patients and visitors. This role involves ensuring all check-in and registration is complete and accurate, verifies insurance and referral needs, handles patient inquiries, checks patients out upon completion of their visit and schedules appointments as needed. Works as a team to ensure operations run smoothly in our fast‑paced clinics. May require local travel to cover other Orthopedic locations.

Location

CREVE COEUR, MO 63141

Scheduled Hours

40

Job Description

Primary Duties & Responsibilities:

• Deliver exceptional customer service with a positive, patient-centered attitude.
• Check in/Check out scheduled patients. Ensure registration is accurate. Updates and verifies patient insurance, referrals and demographic information in EPIC as needed.
• Schedule walk‑in and same‑day appointments.
• Collect copayments, DME payments, Self‑pay/Pre‑pay and Past Due balances. Ensures good faith estimates are entered for self‑pay patients in compliance with the No Surprise Billing Act. Balances cash drawer and prepare daily deposit.
• Completes required HIPAA training. Strictly adheres to HIPAA regulations and all Orthopedic/front desk policies. Completes all other University and department yearly training.
• Maintains familiarity with insurance companies and their requirements. Collaborate with our Pre‑Arrival team to ensure insurance/referral information is obtained and accurate.
• “Scrubbing” or preparing all scheduled appointments for upcoming clinic days.
• Acts as patient liaison requesting additional services for patients as needed.
• Acting as concierge to waiting patients. Rounding our waiting rooms ensuring patients are aware of wait times and their needs are met while waiting. Tidy waiting area etc.
• Contribute to a culture of teamwork, accountability, and continuous improvement.
• Performs other duties as assigned.

Working Conditions

• Normal office environment.
• Patient care setting.

Physical Effort

• Typically sitting at desk or table.
• Repetitive wrist, hand or finger movement.

Equipment

• Office equipment.

Job Classification Statement

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Education

Required Qualifications: High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses

The list below may include all acceptable certifications, professional licenses and issuers. More than one credential, certification or professional license may be required depending on the role.

• Basic Life Support - American Heart Association, Basic Life Support - American Red Cross

Work Experience

Billing Systems And Third‑Party Claims And/Or Medical Office Setting, Related Customer Service (3 Years)

Skills

Not Applicable

Driver's License

A driver's license is not required for this position.

More About This Job

• Basic Life Support certification must be obtained within one month of hire date.
• Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirements).

Preferred Qualifications

No additional education unless stated elsewhere in the job posting.

No additional certification/professional licenses unless stated elsewhere in the job posting.

No additional work experience unless stated elsewhere in the job posting.

Customer Service, Effective Written Communication, Epic EHR, Financial Information, Insurance, Interpersonal Communication, Interpersonal Relationships, Medical Billing and Coding, Medical Insurance Claims, Office Organization, Organizing, Professional Etiquette, Scheduling, Team Collaboration

Grade

C06-H

Salary Range

$17.89 - $26.35 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [e-mail] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre‑Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre‑employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U‑Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.