Patient Account Resolution Representative

Summary

Under the supervision of the Patient Account Resolution and Collections Manager, the Patient Account Resolution Representative serves as a primary point of contact for resolving patient accounts, with a strong focus on self-pay billing. This role involves identifying, researching, and resolving a wide range of sensitive customer inquiries and issues. Responsibilities include but are not limited to: handling routine Good Faith Estimates, addressing bankruptcy-related accounts, responding to standard inquiries from CHMG practices and hospital departments, handling insurance-related issues, processing legal and bad debt requests and related follow-up, setting up patient payment plans, processing patient payments and reconciling the daily cash bag, processing accounts for deceased patients. The representative plays a key role in ensuring a positive financial experience for patients while supporting the hospital’s revenue cycle operations.

Education

High School Graduate or GED. Two years of higher education, work experience, or combination of the two required.

Certification, Registration, and Licensure

None required.  CRCR preferred. 

Experience

The ideal candidate will demonstrate proficiency in software systems, electronic platforms, and related operational processes. A minimum of one year of proven customer service experience is required, along with demonstrated skills in conflict management. Candidates must show a strong commitment to delivering exceptional customer service and possess the ability to remain composed in fast-paced, high-pressure environments. A professional demeanor, cheerful outlook, and neat appearance are essential. Excellent communication and telephone skills are required, as well as the ability to effectively manage multiple priorities and meet deadlines. The candidate must be initiative-taking, capable of working independently, and able to thrive in an autonomous role.

Responsibilities

• Accurately generates and processes routine Good Faith Estimates (GFEs) in a timely and efficient manner.

• Investigates and resolves escalated patient concerns and inquiries from internal stakeholders with sensitivity and professionalism.

• Ensures pre-collection, collection, and legal vendors consistently deliver high-quality customer service.

• Works assigned Cerner work queues, including but not limited to: Coding Updates, Customer Service Follow-Up, Customer Service Review, Insurance Modifications, and Self-Pay Late Charges.

• Provides consistent coverage for patient communication channels, including phone support and Zoom chat.

• Responds promptly and appropriately to verbal and written patient inquiries and correspondence.

• Maintains strict compliance with HIPAA regulations in all patient interactions and communications.

• Conducts thorough account research to resolve clinical and financial concerns, supplying necessary documentation to patients or their authorized representatives.

• Demonstrates a commitment to continuous learning and professional development.

• Performs additional duties and responsibilities as assigned by leadership.

While answering phone calls is part of this role, the majority of incoming calls are managed by external vendors.

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Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

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Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Environment Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is SEDENTARY. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull less than 10 pounds, and occasionally lift, carry or push/pull up to 10 pounds.

While performing the duties of this job, the employee is regularly required to do repetitive motion, hear, and sit. The employee is frequently required to do fine motor, reach, an speak.

Specific vision abilities required by this job include far vision, and near vision.

The employee is occasionally exposed to moving mechanical parts.

The noise level in the work environment is usually moderate.