Statement Collections Representative

Critical Tasks Review and manage patient statements and outstanding account balances. Contact patients regarding unpaid balances via phone, email, or mail. Explain charges, insurance payments, deductibles, copayments, and patient responsibilities. Process patient payments and establish payment plans when appropriate. Verify insurance information and coordinate with billing staff to resolve discrepancies. Document all collection activities and patient communications in the practice management system. Follow federal, state, and organizational guidelines regarding patient collections and privacy regulations, including HIPAA. Research and resolve account issues to facilitate timely payment. Maintain confidentiality of patient financial and medical information. Generate reports on collection activities and account status as requested. Collaborate with front desk, billing, and insurance departments to improve revenue cycle performance. Key Performance Indicators Customer service excellence Medical billing and collections knowledge Attention to detail Time management and organization Conflict resolution Data entry accuracy Professional telephone etiquette Metrics Reduce outstanding patient balances. Maintain collection and payment arrangement targets. Ensure accurate account documentation. Deliver positive patient financial service experiences. Support overall revenue cycle and practice financial health. Qualifications High school diploma or equivalent required; associate degree preferred. Minimum 1-2 years of medical billing, collections, or healthcare customer service experience. Knowledge of medical terminology, insurance plans, EOBs (Explanation of Benefits), and healthcare billing processes. Experience with electronic medical records (EMR) and practice management software. Strong communication, negotiation, and problem-solving skills. Ability to handle sensitive financial discussions professionally and compassionately. Proficiency in Microsoft Office applications. Prolonged periods of sitting and computer work. Ability to communicate effectively by phone and in person. Occasional lifting of office materials up to 15 pounds. Must be able to perform the essential functions of the job including prolonged sitting and in certain positions driving, lifting 20lbs, walking, standing and executing dexterity with a keyboard or smart pad.