Patient Account Representative - RCM

JOB SUMMARY

The RCM Patient Account Representative is the primary phone contact for patients and payers on billing questions, and also owns core revenue cycle administrative work that keeps accounts and claims moving. This is an hourly, non-exempt role on Sightview's RCM team, reporting to the RCM Call Center Supervisor/Manager. The role exists to protect two things at once: the patient/payer experience on the phone, and the administrative hygiene of the AR pipeline. Current call volume runs lighter than originally scoped — the split today is roughly 20% call handling / 80% admin work, and will flex as call volume grows.

ESSENTIAL DUTIES & RESPONSIBILITIES

Call Handling

• Answer inbound calls from patients and/or payers on account balances, billing questions, and payment arrangements.
• Make outbound calls for collections follow-up, balance resolution, and information verification.
• De-escalate and resolve patient billing complaints; escalate complex disputes per policy.
• Meet call quality, average handle time, and daily call volume standards.

RCM Admin

• Update and maintain patient account records in the billing/EHR system.
• Work claim follow-up: correct, rebill, or resubmit denied/rejected claims per payer guidelines.
• Post payments and adjustments accurately and within SLA.
• Document all account activity and outcomes to support compliance and audit review.
• Support month-end AR aging follow-up and reporting as assigned.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required; Associate's degree a plus.
• 1+ years in a call center, customer service, or medical billing/collections role.
• Comfortable with high call volume and switching between phone and system work.
• Proficient with standard office software; will train on our billing/EHR system.
• Strong verbal communication, active listening, and de-escalation skills.
• Ability to handle PHI appropriately (HIPAA awareness).

PREFERRED QUALIFICATIONS

• Working knowledge of RCM concepts (claims, EOBs, denials, payer types) — we will train candidates who are strong on phone skills.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

This role is primarily performed in a standard office or home-office environment. Employees may be required to sit for extended periods and use a computer keyboard, mouse, and monitor for the majority of the workday, and may occasionally lift up to 15 lbs of office equipment or materials. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this role.

BACKGROUND CHECK & DRUG-FREE WORKPLACE

Employment with Sightview is contingent upon successful completion of a pre-employment background check. Sightview also conducts drug testing as a condition of employment. Our screening panel includes marijuana; however, a positive marijuana result alone will not disqualify an applicant from employment.

EQUAL EMPLOYMENT OPPORTUNITY

Sightview Software LLC is an Equal Opportunity Employer. We recruit, hire, train, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION

Sightview is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you require an accommodation, please contact Human Resources to make your request.