Patient Financial Resource

Summary

Position Summary

The Patient Financial Services Representative is responsible for conducting outbound calls to patients or guarantors using estimates prepared by the Financial Clearance team. This role provides clear communication regarding out-of-pocket costs for upcoming procedures or tests, including any prior balances. The representative collects payments, assists with payment plans or alternative options, and ensures accurate preregistration and documentation in Epic.

Key Responsibilities

• Contact patients/guarantors to review financial responsibility for upcoming services
• Explain out-of-pocket costs, including prior balances and outstanding debt
• Collect payments or assist patients with payment arrangements
• Complete preregistration details in Epic as needed
• Accurately document all interactions and post payments received
• Provide final instructions for date of service and answer patient questions

Education

• High School Diploma or GED required
• Medical terminology coursework preferred

Experience

• Minimum of 2 years of customer service experience required
• Preferred:
  • Healthcare, call center, or clerical experience
  • Experience using Microsoft Office applications
  • Collections experience in healthcare or credit industry

Other Qualifications

• Proficient computer skills and typing speed of at least 35 WPM
• Strong verbal, phone, and written communication skills
• Demonstrated problem-solving and critical thinking ability
• Ability to complete required training and pass certification exam (90% or higher; one retake allowed for scores 80–89%)