Patient Accounts - KOC Central Business Office

Knoxville Orthopaedic Clinic (KOC) is seeking a professional, detail-oriented, and patient-focused Patient Accounts Coordinator to join our Revenue Cycle team. This position plays an important role in helping patients understand and resolve their financial responsibilities while ensuring account information is accurate and appropriately maintained.

The Patient Accounts Coordinator reviews patient balances, statements, payments, insurance activity, adjustments, payment arrangements, and collection activity while communicating directly with patients regarding their accounts. This role also works closely with other Revenue Cycle departments to research account discrepancies and coordinate appropriate resolution.

The ideal candidate is a strong communicator and problem-solver who is comfortable discussing financial matters with patients in a professional and compassionate manner while managing detailed account information and multiple priorities.

What You'll Do

• Review patient accounts, statements, insurance activity, payments, adjustments, credit balances, and outstanding patient-responsibility balances.

• Research patient account questions and discrepancies using transaction history, insurance information, correspondence, and supporting documentation.

• Communicate with patients by phone, electronic message, and written correspondence to explain balances, statements, payment activity, and next steps.

• Establish approved payment arrangements and monitor accounts for appropriate follow-up.

• Process or appropriately route account adjustments, refund requests, address corrections, collection placements, and other account actions.

• Review accounts involving bankruptcies, deceased patients, bad debt, legal correspondence, and other situations requiring specialized handling or escalation.

• Maintain complete and accurate account notes documenting patient communication, research, actions taken, payment commitments, and necessary follow-up.

• Respond to patient portal inquiries, returned mail, document requests, collection-agency correspondence, and other assigned communications.

• Collaborate with Patient Registration, Insurance Billing, Claim Resolution, Payment Posting, Overpayment Resolution, clinical departments, and external partners to resolve account issues.

• Appropriately escalate disputed balances, repeated billing concerns, potential compliance issues, and complex or unresolved accounts.

• Monitor assigned work queues, account volumes, deadlines, and outstanding follow-up items through resolution.

• Identify recurring account issues or communication gaps and share opportunities for improvement with leadership.

• Maintain patient confidentiality and follow HIPAA, collection guidelines, payment policies, and KOC procedures.

• Support account reviews, audits, reporting, quality checks, and other Revenue Cycle initiatives as needed.

What We're Looking For

• High school diploma or equivalent required.

• One or more years of experience in patient accounts, medical billing, collections, customer service, or a comparable detail-oriented healthcare environment.

• Working knowledge of patient balances, statements, payments, adjustments, payment arrangements, collections, and common Revenue Cycle account activity.

• Strong customer-service and communication skills, including the ability to discuss financial matters professionally and compassionately.

• Strong account research, organization, attention to detail, and problem-solving skills.

• Ability to de-escalate concerns and navigate sensitive patient conversations with professionalism and sound judgment.

• Ability to manage multiple priorities, recurring deadlines, and confidential financial information accurately.

• Proficiency with practice-management or electronic health record systems, payment platforms, payer portals, spreadsheets, email, and common office applications.

Preferred Experience

• Associate or bachelor's degree or college coursework in Medical Billing, Business, Healthcare Administration, Health Information Management, or a related field.

• Previous experience in an orthopaedic practice, multi-site physician organization, or other complex healthcare Revenue Cycle environment.

• Experience with payment arrangements, collection agencies, bankruptcies, bad debt, patient portals, or complex patient-account resolution.

Join the KOC Team

At Knoxville Orthopaedic Clinic, our Revenue Cycle Team Members help patients navigate the financial side of their healthcare experience with accuracy, professionalism, and respect. As a Patient Accounts Coordinator, you will have the opportunity to help patients understand their accounts while researching questions, resolving discrepancies, and supporting accurate Revenue Cycle operations.

If you are detail-oriented, comfortable working with financial information, an effective problem-solver, and committed to providing compassionate customer service, we encourage you to apply and become part of the KOC team.

Knoxville Orthopaedic Clinic is an Equal Employment Opportunity (EEO) employer. We are committed to providing a positive work environment where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.