Bilingual Patient Account Representative

About PatientFocus

PatientFocus works with healthcare providers across the U.S., exclusively servicing the patient-pay revenue cycle. We function as an extension of our clients’ billing offices, providing complete patient financial engagement and payment management after insurance.

About the Role

PatientFocus is looking for an energetic, customer-service-oriented professional to join our Patient Assistance and Revenue Cycle team. The primary function of this role is to counsel and assist patients as they navigate what can often be a confusing healthcare billing process.

Important: This is a fast-paced, high-volume call center position. The ideal candidate is comfortable handling 100 inbound and outbound patient calls per day, working in a back-to-back call environment, and staying productive while delivering a professional and compassionate patient experience.

Key Areas of Responsibility

·        Provide an exceptional patient experience through superior customer service, problem solving, one-call resolution, and respectful, compassionate patient interactions.

·        Handle 100 inbound and outbound patient calls per day in a fast-paced, high-volume call center environment.

·        Assist patients with questions regarding balances, statements, payment options, insurance, and other billing-related concerns.

·        Work to resolve patient concerns on the first call whenever possible while maintaining accuracy and professionalism.

·        Maintain knowledge of applicable state and federal guidelines, regulations, HIPAA requirements, and departmental policies and procedures.

·        Process patient complaints, seek appropriate resolution, and help identify solutions.

·        Document patient interactions and account activity accurately and thoroughly.

·        Perform other tasks and duties commensurate with the position.

Qualifications

·        Bilingual Spanish/English required.

·        Ability to handle 100 inbound and outbound patient calls per day in a fast-paced, high-volume call center environment.

·        Comfortable working in a back-to-back call environment while maintaining excellent customer service.

·        Strong understanding of how health insurance and patient billing work.

·        Healthcare, medical billing, or patient financial services experience preferred.

·        Working knowledge of HIPAA and the importance of protecting patient information.

·        Detail-oriented with strong written and verbal communication skills.

·        Solution-focused, dependable, and able to remain professional and compassionate during difficult patient interactions.

·        Ability to multitask, navigate multiple systems, and accurately document information while speaking with patients.

Benefits

·        Full-time position with hourly pay.

·        401(k) with 5% company match.

·        Flexible PTO.

·        Eligible to participate in medical, dental, and vision benefit programs.

·        Opportunity to make a meaningful impact as a contributor to a growing team.

Who We’re Looking For

We are looking for someone who enjoys staying busy, is comfortable spending most of the day on the phone, and takes pride in helping patients understand and resolve their billing questions. If you thrive in a fast-paced environment and can balance productivity with empathy and professionalism, we would love to hear from you