A Registrar or Patient Service Representative provides direct assistance to patients at a health care or long term care facility. Answers questions and helps resolve complaints; provides liaison with health care providers; may assist with coordinating appointments or addressing billing or insurance issues.
Director of Patient Billing About Patriot Pay Patriot Pay is a technology platform designed to improve the patient billing and payment experience for healthcare organizations. Our platform combines automated patient outreach, payment technology, and intelligent patient support to help healthcare organizations improve collections while making it easier for patients to understand and resolve their balances. About the Role We are seeking an experienced Patient Support Specialist to join our Patriot Pay team. This is a fast-paced, highly hands-on role supporting both patients and healthcare clients across multiple practice management systems and the Patriot Pay platform. The ideal candidate will have meaningful experience in healthcare billing and practice management systems and be comfortable researching patient accounts, understanding balances and payment activity, and answering patient billing questions accurately and confidently. This person will serve as an important point of contact for patients and clients, while also supporting a variety of payment, quality assurance, and administrative processes behind the scenes. This is not a traditional customer service or call center position. The successful candidate will need to understand healthcare billing, quickly learn and navigate multiple PM systems, investigate account issues, exercise good judgment, and communicate effectively with both patients and healthcare professionals. Because Patriot Pay supports clients across different systems and workflows, the ability to learn new technology quickly and adapt to different client environments is essential. This is an on-site position in our Manchester, NH office. Key Responsibilities Patient & Client Support Monitor and respond to the Patriot Pay support email inbox in a timely, professional, and helpful manner. Answer inbound calls to the company and appropriately resolve or route inquiries. Answer inbound patient billing calls on behalf of Patriot Pay clients. Research patient accounts and billing questions using the appropriate practice management system, Patriot Pay, and other available resources. Explain patient balances, payments, billing activity, and account information clearly and accurately. Respond to and resolve escalated patient conversations through Patriot Pay's Patient Billing Agent (PBA) chat platform. Provide professional, empathetic, and knowledgeable support to patients who may have questions or concerns regarding their healthcare bills. Communicate directly with client contacts regarding patient issues, account questions, payment concerns, and other matters requiring client involvement. Escalate issues to clients when additional information, clarification, or action is required. Maintain a high level of professionalism and customer service in all patient and client interactions. Healthcare Billing & PM System Support Navigate and work within multiple practice management and healthcare information systems to research patient accounts and resolve billing inquiries. Review patient account histories, balances, payment activity, and other relevant billing information. Develop familiarity with different client workflows, billing practices, and system configurations. Quickly learn and adapt to new PM systems and client-specific processes. Identify discrepancies or unusual account activity and determine the appropriate next steps. Work collaboratively with internal teams and client staff to resolve complex patient account issues. Maintain appropriate confidentiality and discretion when handling patient and financial information. Payment & Administrative Operations Process and coordinate patient refund requests until automated refund functionality is available within the Patriot Pay platform. Research and assist with payment disputes through our credit card processing platform. Facilitate the Patriot Pay lockbox "kick bucket" process, researching unpostable or unidentified payments and routing them to the appropriate department for resolution. Maintain accurate documentation related to refunds, disputes, payment issues, patient inquiries, and client escalations. Complete various administrative and operational tasks as assigned. PBA Quality Assurance Review Patient Billing Agent (PBA) conversations for accuracy, professionalism, appropriate responses, and adherence to established guidelines. Grade and document PBA chat performance using LangSmith. Identify trends, recurring issues, inaccurate responses, or opportunities to improve the patient experience. Escalate potential platform, workflow, or PBA issues to the appropriate internal team. Provide feedback that can help improve Patriot Pay's patient-facing technology and processes. Additional Responsibilities Assist with other Patriot Pay operational, administrative, and client-support functions as needed. Participate in process improvement initiatives and help identify opportunities to make workflows more efficient. Take on additional responsibilities as the Patriot Pay platform, client base, and team continue to grow. Required Qualifications 2+ years of experience in healthcare, medical billing, patient accounts, or a related healthcare administrative role. Hands-on experience working in one or more practice management (PM) systems is required. Experience with multiple PM systems is strongly preferred. Working knowledge of healthcare billing, patient balances, payments, adjustments, and common patient account questions. Demonstrated ability to research and understand patient accounts independently. Strong customer service skills and a genuine commitment to providing a positive patient experience. Excellent verbal and written communication skills. Ability to communicate professionally and effectively with both patients and healthcare clients. Strong attention to detail and accuracy, particularly when working with patient and financial information. Strong problem-solving and critical-thinking skills. Ability to learn and navigate new software systems quickly. Ability to manage multiple priorities and work efficiently in a fast-paced environment. Comfortable working independently and using good judgment when determining how to resolve or escalate an issue. Proficiency with Microsoft Office and web-based applications. Ability to maintain confidentiality when handling patient, financial, and client information. Must be able to work on-site in our Manchester, NH office Monday through Friday. Preferred Qualifications Experience working in multiple PM or EMR/PM systems. Experience in medical billing, patient collections, accounts receivable, or revenue cycle management. Experience communicating directly with patients regarding healthcare billing or account balances. Experience working with payment processing systems or payment disputes. Experience with healthcare technology, SaaS platforms, or other technology-driven healthcare services. Experience with quality assurance, chat support, or reviewing customer service interactions. Familiarity with AI-powered customer service or patient engagement tools is a plus. What We're Looking For We are looking for someone who can hit the ground running in a healthcare environment. The right candidate will already understand the basics of healthcare billing and patient accounts and will be comfortable jumping into an unfamiliar PM system to find the information needed to answer a patient's question. You should be someone who can learn a new system quickly, figure out where information lives, and confidently communicate what you find. You should also be comfortable balancing patient-facing customer service with behind-the-scenes operational work. Your days may involve answering patient calls and responding to client questions, while others may involve researching payment issues, reviewing PBA conversations, handling refunds or disputes, or working through unpostable lockbox payments. Above all, we are looking for someone who is knowledgeable, dependable, organized, resourceful, and personable, with the ability to provide excellent service while moving quickly and accurately. Compensation & Benefits Competitive salary Medical, dental, and vision insurance 401(k) with 5% Match Paid time off Paid holidays Schedule & Location This is a full-time, on-site position based in our Manchester, New Hampshire office. Monday-Friday, approximately 8:00 AM-4:30 PM.
Expected hours:
40.0 per week
Benefits:
401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Tuition reimbursement Vision insurance Application Question(s): Do you have 2+ years of experience in healthcare, medical billing, patient accounts, or a related healthcare administrative role? What are your compensation requirements?
