PATIENT COLLECTIONS REPRESENTATIVE

SignatureCare Emergency Center; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Dental/Vision plans

HSA/FSA options

Life insurance

401(k) plan

Job summary

SignatureCare Emergency Center is seeking a Patient Collections Representative to handle questions, concerns, and balance inquiries from patients with empathy and clarity. You will explain billing processes, assess eligibility for payment plans, and document all interactions in the PM software to maintain an accurate audit trail.

In this high-volume role, you will navigate post-insurance balances, de-escalate difficult conversations, and strive to provide a seamless financial experience while

Qualifications

• High School Diploma or GED required.
• 3+ years of professional medical call center experience.
• Strong communication, problem-solving and de-escalation skills.

Responsibilities

• Facilitate recovery of outstanding patient balances via high-volume calls.
• Evaluate accounts for payment plans, financial assistance, or charity care.
• Explain billing processes and EOBs to patients and document interactions.
• De-escalate disputes and maintain a positive patient experience.
• Maintain accurate records of collection efforts in the billing system.
• Achieve individual and team cash collection and call quality targets.

Skills

Call center experience

Communication

Typing 40 WPM

EOB understanding

De-escalation

Multitasking

Analytical thinking

Microsoft Word

Microsoft Excel

Google Sheets

Education

High School Diploma or GED

Tools

Windows OS

Job description

The Patient Collections Representative is a high-impact communicator dedicated to handling patients’ questions, complaints, billing issues, and claims processing questions. The Patient Collections Representative explains the billing process in detail and addresses any other patient billing concerns. This position will serve as the primary point of contact for self-pay and post-insurance balances, arrange payment plan options, and is responsible for documenting all patient interactions in the appropriate PM software. This role requires a blend of analytical accuracy to ensure billing statements are correct and providing a supportive, seamless experience for the patient while navigating through the financial complexities of their healthcare journey.

Qualifications

• High School Diploma or G.E.D. equivalent.
• 3+ years of professional experience within a medical call center environment.
• Proficient in Windows OS and Microsoft Office Word, Excel, and Google Sheets.
• Ability to multitask while simultaneously managing phone calls.
• Accurate typing speed of 40 WPM.
• Proven ability to interpret and explain Explanation of Benefits (EOB) documents.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Experienced in de-escalation techniques for resolving difficult patient interactions.
• Self-motivated with a positive attitude and a commitment to teamwork.

Job Responsibilities / Duties

• Facilitate the recovery of outstanding patient balances by managing high-volume inbound and outbound calls in a professional, goal-oriented environment.
• Evaluate patient accounts to determine eligibility for payment plans, financial assistance, or charity care based on established organizational policies.
• Utilize persuasive communication and active listening to secure immediate payments or set up structured payment plan options while maintaining a positive patient experience.
• Research and resolve billing discrepancies by reviewing insurance Explanation of Benefits and coverage eligibility to ensure accurate patient balances.
• Maintain accurate and detailed records of all collection efforts, payment arrangements, and patient interactions within the billing system to ensure a clear audit trail.
• De-escalate complex billing disputes using clear, simple language to educate patients on their financial responsibilities and explanation of benefits.
• Consistently achieve individual and team production targets related to cash collection goals and call quality KPIs for efficiency, production, accuracy, and customer satisfaction within a high-speed call center environment.
• Maintain excellent attendance and productivity while navigating diverse, high-complexity interactions daily.

Working Conditions

• Frequent speaking and listening using a headset.
• Continuous use of hands and fingers for keyboarding and mouse navigation.
• Extended periods of working at a computer.
• Moderate noise level due to conversations, computers, printers, and general floor activity.
• Frequent standing, walking, and sitting during the workday.
• Must submit to random drug screenings.

Full-Time Benefit Perks

• Health benefits start on the first of the month after hire
• Medical, dental, and vision plans with sliding-scale premiums
• 100% coverage for preventive health services
• HSA and FSA options available
• Company-paid life insurance and long-term disability
• 401(k) with contributions starting after 30 days
  • 100% match on the first 4%,
  • Full vesting after 3 years
• Access to exclusive employee discounts on travel, fitness, shopping, and more
• Paid Time Off

Join us and make a significant impact on our company’s success in reaching our target audience and driving business growth.