Patient Collections Representative / Patients Financial Engagement Rep

Healthcare Chaos Management; United States; Remote; USD 42,000 - 52,000; Full time

Benefits offered by this job

Comprehensive Training

Flexible Scheduling

Supportive Team Culture

Additional Benefits

Job summary

Healthcare Chaos Management (HCM) is a nationwide healthcare revenue cycle firm transforming into a FinTech leader. The Patient Collection Specialist will handle patient inquiries, explain EOBs, and process payments while upholding HIPAA and documentation standards.

The role emphasizes empathy, accuracy, and collaboration within a team, with a focus on timely resolutions and patient financial education.

Qualifications

• Availability during designated working hours; regular and predictable attendance is essential.
• Occasional weekend work may be required based on business needs.
• Intermediate computer skills, including Microsoft Office applications.
• Ability to navigate multiple software systems (e.g., EMR platforms, billing software).
• Exceptional verbal and written communication; strong phone contact handling skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Working math aptitude for handling payments, co-pays, and account reconciliations.
• Strong analytical skills to identify and resolve discrepancies or errors in billing.
• Maintains patient confidentiality per HIPAA; demonstrates professionalism and empathy.

Responsibilities

• Respond to patient inquiries via calls with empathy and professionalism.
• Interpret EOBs and insurance claims to clarify balances.
• Process credit card and ACH payments securely.
• Research and resolve billing inquiries with documentation for easy follow-up.
• Verify insurance eligibility and coordination of benefits for multiple insurers.
• Articulate payment plans and financial assistance options per client guidelines.
• Educate patients on insurance terminology, coverage details, deductibles and responsibilities.
• Maintain HIPAA compliance and document actions accurately.
• Utilize EMR and billing platforms to track accounts and update records.
• Support teammates by sharing best practices in a team-oriented environment.

Skills

Attendance

Office software

Multitasking

Communication

Empathy

Tools

EMR platforms

Billing software

Microsoft Office

Job description

Healthcare Chaos Management (HCM) is a 40-year-old, nationally scaled healthcare revenue cycle company that is transforming into a cutting-edge Healthcare FinTech organization. We serve hospitals and healthcare systems across the U.S., blending human-centric service with intelligent automation to improve patient financial experiences and optimize healthcare revenue operations.

The Patient Collection Specialist is responsible for addressing billing inquiries with professionalism, empathy, and accuracy. This involves listening attentively to patients, researching account details, and educating them on financial responsibilities to facilitate timely resolution. By maintaining patient confidentiality and clear documentation, this role actively supports HCM’s mission and values, promoting trust and positive relationships throughout the healthcare billing process.

Key Responsibilities

1. Patient Inquiry Management

• Respond to inbound and outbound calls, listening attentively to patient concerns.
• InterpretExplanation of Benefits (EOBs)and insurance claims to clarify outstanding balances.
• Processcredit cardandACH payments, ensuring compliance with security protocols.

1. Billing & Account Resolution

• Research and resolve billing inquiries effectively, documenting actions taken for easy follow-up.
• Verify insurance eligibility and manage coordination of benefits for patients with multiple insurers.
• Articulatepayment plans,financial assistance options, andwrite-offpolicies per client guidelines.

1. Customer Service & Escalations

• Engage patients with empathy, aiming to resolve issues at first contact.
• Elevate concerns to supervisors or managers when necessary to expedite resolution.
• Provideeducationon insurance terminology, coverage specifics, deductibles, copays, and patient responsibilities.

1. Compliance & Confidentiality

• Maintain strict adherence toHIPAAguidelines, safeguarding patient information.
• Follow standard operating procedures (SOPs), guidelines, and policies when handling sensitive data.
• Complete all documentation accurately to ensure traceability and compliance.

1. Operational Efficiency

• Utilize clientEMR systemsand billing platforms to track account statuses and update patient records.
• Manage the status of accounts and identify inconsistencies or errors requiring additional attention.
• Support teammates by sharing best practices and contributing to ateam-oriented environment.

Key Performance Indicators (KPIs)

1. Customer Service

• Average Handle Time (AHT): Balance talk time, hold time, and after-call work to maintain efficiency.
• Customer Effort Score (CES): Manage escalations effectively, tracking status to ensure timely resolutions.

1. Call Totals

• Trackinbound & outboundcall volumes, aiming to meet or exceed departmental metrics.

What We Offer

• Comprehensive Training : On-site and virtual training to help you master the nuances of healthcare billing.
• Flexible Scheduling : Core working hours are Monday–Friday, 7:30 a.m. to 6 p.m. , with occasional weekend shifts as needed.
• Supportive Team Culture : Collaborative environment where knowledge-sharing and teamwork drive success.
• (Optional) Additional Benefits : If applicable, detail medical/dental/vision insurance, retirement plans, or tuition reimbursement here.

Minimum Qualifications

1. Schedule & Attendance

• Availability during designated working hours; regular and predictable attendance is essential.
• Openness to occasional weekend work if business needs arise.

1. Technical Proficiency

• Intermediatecomputer skills, includingMicrosoft Officeapplications.
• Ability to navigate multiple software systems (e.g., EMR platforms, billing software).

1. Communication & Customer Service Skills

• Exceptional verbal and written communication; strongphone contact handlingskills.
• Ability tomulti-task,prioritize, and manage time effectively.

1. Problem‑Solving & Critical Thinking

• Working math aptitude for handling payments, co-pays, and account reconciliations.
• Stronganalyticalskills to identify and resolve inconsistencies or errors in billing.

1. Confidentiality & Professionalism

• Maintains strictpatient confidentialityin accordance with HIPAA regulations.
• Exhibits integrity, empathy, and a professional demeanor in all interactions.

Work Environment & Physical Demands

• Office Setting : Moderate noise level, primarily seated work, with occasional walking and reaching.
• Physical Requirements : Must be able to lift and/or move up to 10 pounds occasionally; close vision and ability to adjust focus are required for computer work.
• Reasonable accommodations can be provided to individuals with disabilities to perform essential functions.

Join Us

If you are passionate about delivering compassionate customer service and want to contribute to apatient-focusedhealthcare revenue cycle, attributes of the ideal candidate