Patient Communications Representative

Role Overview

This opportunity is for a Patient Communications Representative based in the United States, offering a remote full-time position focused on supporting patients by addressing sensitive financial discussions and enhancing healthcare payment experiences. The role emphasizes compassionate, compliant, and clear communication to assist patients in resolving medical accounts effectively.

Key Responsibilities

• Engage with patients regarding outstanding medical bills, repayment options, and resolution pathways.
• Provide professional customer service by answering queries, researching account details, and resolving billing issues.
• Communicate with patients using multiple channels, including phone, email, chat, and text, to facilitate payments or agree on payment arrangements.
• Accurately update patient demographic and financial information during interactions.
• Negotiate payment plans following established guidelines and client expectations.
• Conduct account research, document findings, and direct accounts through appropriate processes.
• Maintain detailed records of all patient contact, account activity, and resolutions complying with company and regulatory standards.
• Ensure all communications adhere to healthcare privacy, consumer protection, and collection regulations such as HIPAA and FDCPA.
• Achieve performance goals related to productivity, quality, account resolution, and customer satisfaction.
• Participate in ongoing training to enhance knowledge of policies, procedures, and industry developments.

Candidate Requirements

• Customer service experience in healthcare, medical billing, collections, or related areas is preferred.
• Excellent verbal and written communication skills to explain account information clearly and professionally.
• Ability to establish rapport while managing sensitive financial conversations empathetically and discreetly.
• Strong problem-solving abilities to investigate and resolve issues appropriately.
• Highly organized with meticulous attention to account documentation and patient data.
• Comfortable using technology including customer management systems and telephone platforms.
• Capacity to work independently and meet productivity standards in a remote work setting.
• Strict adherence to confidentiality and healthcare privacy regulations and compliance requirements.
• Willingness to engage in continuous training and adapt to procedural changes.
• Availability to work the designated schedule including one weekly late shift from 10:30 AM to 7:00 PM CST.

Benefits and Work Environment

• Fully remote work within the United States.
• Full-time role with consistent weekday hours.
• Access to professional development and ongoing training opportunities.
• Supportive culture that encourages career growth and development.
• Chance to positively impact patients’ financial experiences in healthcare.
• Benefits package that may include healthcare coverage and employee assistance programs subject to eligibility.
• Resources and guidance provided to ensure success in the role.
• Stable employment with potential for long-term advancement.

Additional Information

This position is recruited on behalf of a partner company which handles application processing and subsequent steps. The employer uses an AI-powered matching system to quickly and fairly evaluate candidates based on core role criteria; final hiring decisions are made internally by the partner company.

Applicants should note that submission of personal data for candidacy evaluation complies with data protection laws including GDPR, and AI tools may assist in reviewing applications without human decision replacement, ensuring privacy and fairness.