Patient Account Representative

Description

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/EHR or practice management systems experience required, preferably AdvancedMD and NextGen
• Basic knowledge of the claim lifecycle and healthcare claims processing including ICD-10 and CPT codes and healthcare reimbursement methodologies
• Proficiency with Microsoft Office (Outlook, Excel, and SharePoint)
• Excellent verbal and written communication skills
• Exceptional interpersonal skills, including the ability to establish and maintain effective rapport with patients and staff at all levels of the organization
• Professional, calm, and friendly demeanor with proven ability to successfully de-escalate callers and empathetically navigate challenging conversations
• Strong attention to detail with the ability to prioritize and multitask in a fast-paced environment
• Demonstrated ability to exercise critical thinking and appropriate judgement when resolving customer concerns
• Positive and team-centric attitude with a focus on collaboration, preferably in remote environment
• Must be able to maintain strict confidentiality of all personal/health sensitive information

The Benefits
We offer a robust benefits package to include:

• Medical, Dental, Vision, and EAP
• LTD/Life Insurance
• 401k with employer match
• PTO accrual starting at 15 days per year
• Paid Parental Leave
• Tuition Reimbursement Program

About Mindpath Health

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. As a national leader in mental health services, we are reimagining care delivery, reaching patients and focus on clinical excellence. With a team of more than 500 mental health clinicians, Mindpath Health provides a broad spectrum of psychiatry, interventional psychiatry (including TMS and esketamine) and psychotherapy care.

At Mindpath Health, we offer telehealth and in-person visits and coordinate care with primary care physicians and referring providers to ensure a focus on the total health. Mindpath Health is in-network with most major health insurance providers and has more than 80 locations across California, North Carolina, South Carolina, Florida, Texas, Arizona, and growing.

Join our community and discover how rewarding work can be!

Mindpath Health is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law.