Patient account representatives perform a number of functions related to patient accounts for facilities such as hospitals and clinics. They may process claims, collect payments, and resolve questions and problems about the account. Patient account representatives are the primary source of information for patients who call with questions about a bill. They answer questions, resolve problems, and assist patients with repayment terms. They are also responsible for contacting patients who are delinquent in payment by mail, email, and/or telephone. Additionally, they may contact insurance companies regarding claims, update account information, and provide basic administrative tasks on accounts.
Patient account representatives most often work in an office environment, at a computer workstation. They typically work during regular business hours, although they may be required to work weekends in larger organizations to meet patient call volume. They usually work as part of a larger team of patient account representatives that work together on a large amount of patient accounts. They report to senior-level account representatives or accounting managers.
In general, most employers require a high school diploma and some experience with medical billing or collections. Many prefer an associate’s degree. Patient account representatives must be skilled with computer software and applications, as well as have outstanding verbal and written communication skills. They should also be proficient in math and medical terminology.
Patient Account Representative Tasks
- Record information about financial status of customers and status of collection efforts.
- Monitor overdue accounts, receive payments and post amounts paid to customer accounts.
- Locate and notify customers of delinquent accounts by mail or telephone.
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.