Patient Account Representative

About the Role

Mindpath Health exists to increase access to mental health care that helps people thrive. We do this by empowering our clinicians, investing in our people, and caring for the communities we serve.

The Patient Account Representative (PAR) is a key member of the Revenue Cycle Management team, serving as the primary point of contact for patients with billing-related concerns. The PAR supports callers by answering questions and resolving concerns regarding insurance, billing, and payments. The PAR positively impacts the patient journey by consistently providing superior customer service, empathetically engaging with callers to understand their needs, exercising critical thinking to resolve complex issues, and effectively communicating to manage the caller’s expectations. The PAR will respond to a wide range of questions and concerns, requiring outstanding communication skills, the ability to understand and retain continuously evolving information, and resolve patient complaints while simultaneously navigating multiple EMR/practice management and web-based  .

This is a remote (AZ, TX, NC, SC, or FL), full-time role, 40 hours per week Monday through Friday. Start times are dependent on the needs of the business, as Mindpath Health serves patients across multiple states.

Responsibilities

Fosters a positive patient experience by:

• Serving as the first point of contact for patients calling with a variety of questions and concerns, demonstrating outstanding, empathetic, and professional customer service
• Answering consecutive inbound calls in a high-volume call center environment, appropriately addressing and owning caller complaints with a focus on patient satisfaction
• Accurately analyzing patient accounts, identifying and correcting errors resulting in incorrect patient balances
• Cross-functionally collaborating with internal teams, acting as patient advocate to drive resolution
• Assisting callers in understanding next steps needed for account resolution, including but not limited to initiating outbound calls to patients’ insurance, claim resubmission, and payment plan options.
• Responding to inbound patient correspondence inquiries addressing a variety of questions and concerns, demonstrating clear and professional written communication skills
• Courteously and empathetically educating callers regarding insurance, billing, payments, organizational workflows, and Mindpath Health policies
• Effectively utilizing de-escalation skills and maintaining positive, solutions-focused attitude when engaging with upset or frustrated patients
• Consistently meeting and exceeding established quality and productivity requirements

Supports internal teams through the above and by:

• Maintaining a thorough knowledge of key responsibilities and workflows of internal Mindpath Health teams
• Prioritizing patient needs, appropriately highlighting time-sensitive or urgent requests
• Acting as liaison between internal Mindpath Health teams and the patient to manage expectations and provide status updates
• Clearly communicates pertinent information to key stakeholders, defining the recipient’s deliverables, and following up to ensure alignment
• Accurately documenting call details including main drivers and actions taken for visibility across all teams
• Maintaining awareness of caller feedback, communicating with team members, and escalating to leaders when indicative of a larger-scale issue or downstream impact

Contributes to a collaborative and friendly work environment by:

• Demonstrating the ability to thrive in dynamic environments - maintaining composure and efficiency amid shifting priorities, evolving trends, unforeseen challenges, while embracing change with a solution-oriented mindset
• Establishing and maintaining a positive working relationship with Patient Accounts team members and leaders
• Demonstrating a willingness to receive feedback from leaders and peer mentors for continued growth
• Adhering to established schedule to ensure availability for inbound calls
• Actively participating in peer support and assisting new team members
• Identifying priority opportunities to enhance patient satisfaction, team efficiency, or process improvements and effectively communicating suggestions for resolution to RCM leaders
• Complying with Mindpath Health policies and procedures including strict patient privacy procedures

Qualifications

• High School degree or equivalent
• 2+ years of recent experience in patient-facing revenue cycle or customer service roles, preferably in a healthcare setting
• 1+ year of experience working in a remote or hybrid environment
• EMR/E