Patient Billing Call Representative

Employment Status: Full-time

FLSA: Non-Exempt

Location: Fully Remote or Hybrid (if Hybrid, must be in San Antonio, TX.)

Reports to: RCM Manager

Job Summary:

The Patient Billing Call Representative is responsible for providing high-quality customer service to patients, clients and insurance companies by answering incoming calls related to billing inquiries, insurance updates, charge explanations, and payment processing. This role ensures accurate information is communicated to all customers while supporting the revenue cycle through timely updates and efficient issue resolution. The Billing Representative plays a key role as the first contact many patients have with the organization.

Key Responsibilities:

· Answer high volumes of inbound patient calls in a professional, courteous manner.

· Address patient questions regarding statements, charges, outstanding balances, and payment options.

· Clearly explain billing processes, coding-related questions at a high level, and reasons for charges.

· De-escalate challenging situations using empathy, active listening, and clear communication.

· Process credit card payments securely and follow all PCI-compliance procedures.

· Set up payment plans based on practice guidelines.

· Assist patients with understanding payment portal access, online statements, or mailed billing information.

· Monitor payment plans for patient adherence to policy.

· Collect and update insurance information, policy numbers, group numbers, and demographic details.

· Verify benefit information for accuracy and completeness.

· Educate patients on insurance responsibilities such as deductibles, copays, and coinsurance (general terms—not providing clinical advice).

· Document all patient interactions in the RCM system accurately and promptly.

· Process patient Medical Records requests per company policy.

• Maintain confidentiality and compliance with HIPAA and all payer-specific billing requirements.
• Ensure adherence to organizational revenue cycle policies and procedures.

· Participate in process improvement efforts related to patient service, eligibility and related workflows.

• Perform other duties as assigned by manager.

Qualifications:

• Education: High school diploma or equivalent required.
• Experience:
• Minimum of 2-3 years of experience in medical billing or revenue cycle operations, preferably in a laboratory or medical practice setting.
• Experience with billing software (Telcor preferred).
• Working knowledge of medical billing terminology, insurance types, deductibles, copays, and claims.
• Skills:
• Must be bilingual in Spanish.
• Must be able to handle a high call volume.
• Strong verbal communication skills with the ability to simplify complex billing information.
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
• Ability to remain calm and patient when handling frustrated or distressed callers.
• Excellent problem-solving skills and attention to detail.
• Familiarity with Microsoft products and virtual meeting software (e.g., Microsoft Teams).
• Ability to work independently and collaboratively in a team environment.

Performance Indicators:

· Maintain call quality and accuracy standards.

· Meet productivity goals including call volume, hold times, and documentation accuracy.

· Provide exceptional service that supports patient satisfaction and revenue cycle success.

· Protect patient information and comply with HIPAA and all confidentiality standards.

• Compliance with internal billing and documentation policies and SOPs.
• Effective communication with team members and laboratory departments.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Remote