Position Summary: The Patient Account Representative is responsible for answering the majority of inbound calls to MedAR, primarily from patients, adhering to company policies by
obtaining patient information and determining eligibility.

Job Duties

• Professionally represent client as client billing office
• Promptly answer all incoming calls and strive for minimal hold times
• Obtain information by answering telephone calls, interviewing patient, verifying information
• Determine eligibility by comparing patient information to requirements
• Explain procedures, answer questions, provide information
• Assist patients with general information, requests, and concerns
• Identify and properly navigate incoming phone calls to the correct department or person, as needed
• Recognize need for escalation and involve appropriate parties
• Take detailed and accurate messages and deliver to appropriate party in a timely manner
• Handle multiple calls and requests while simultaneously working
• Behave professionally as well as sympathetically to the unique perspective of our clientele
• Demonstrate a caring attitude while calmly speaking with caller
• De-escalates calls from upset or irate customers to resolve problems
• Work and resolve bad address and assigned reports
• Assist and respond to reports in a professional manner
• Complete assigned tasks in a competent and timely manner
• Comply with state/federal regulations and adhere to HIPAA and PHI guidelines
• Perform other duties as assigned to meet business needs

Required Knowledge, Skills, and Abilities

• Bilingual English/Spanish required
• 2 years of experience in a call center environment
• High School Diploma or equivalent
• Strong attention to detail
• Prioritize and manage multiple responsibilities
• Professionalism
• Excellent communication and customer service skills
• Phone Skills Listening, Data Entry, Customer Focus
• Basic computer knowledge (Windows, MS Word, MS Excel, Internet)
• Comfortable with computer use, online resources, and learning new software
• Commitment to superior customer service
• Team player

This is an overview of the position and does not lists all responsibilities. You might be asked by management to perform other duties or projects as needed. This job description does not represent a promise or contract of employment. MedAR is an "At-Will Employer." An employee may resign at any time and the employer may terminate their employment at any time, with or without cause and with or without notice. MedAR is an equal opportunity employer. Our employment and promotion policies are based on the measurement of each individual's skill, competence, initiative, and other pertinent job-related factors.