Department: Revenue Cycle Management (RCM)

Reports To: Billing Supervisor / Billing Manager

The Patient Billing Support Representative is responsible for providing high-quality support to patients regarding their billing inquiries, insurance claims, payment plans, and account balances. This role ensures timely and accurate resolution of patient concerns, maintaining a high level of professionalism and empathy.

Key Responsibilities:

• Respond to incoming calls and emails from patients regarding billing questions or concerns.
• Review patient accounts and explain charges, payments, adjustments, and balances.
• Assist patients with setting up payment plans and processing payments when necessary.
• Investigate and resolve discrepancies related to billing, insurance denials, and account balances.
• Coordinate with insurance companies, providers, and internal billing teams to resolve patient billing issues.
• Document all patient interactions accurately in the system.
• Educate patients on their insurance benefits, Explanation of Benefits (EOB), and out-of-pocket costs.
• Maintain patient confidentiality and follow HIPAA regulations at all times.
• Escalate complex issues to supervisors or appropriate departments when needed.
• Contribute to the improvement of billing processes and patient satisfaction.