Patient Account Representative

Aquent is thrilled to partner with a leading organization dedicated to transforming patient account management and elevating the overall patient experience. This innovative company is at the forefront of delivering compassionate and highly efficient support, ensuring that patients can navigate their healthcare journey with unparalleled clarity and ease. By joining their team, you will step into a pivotal role, upholding their unwavering commitment to exceptional service and directly impacting the lives of countless individuals by providing vital assistance and expertly resolving their most pressing account inquiries.

Are you a customer service champion with an unwavering passion for helping others? We are seeking dedicated individuals to join a dynamic team where your exceptional communication skills and sharp problem-solving abilities will directly contribute to a profoundly positive patient experience. In this role, you will be the vital first point of contact for patients and their representatives, offering crucial support and ensuring their account inquiries are handled with the utmost care, professionalism, and empathy. Your work as a Patient Account Representative will directly influence patient satisfaction, helping to demystify complex healthcare billing and provide invaluable peace of mind. This is an extraordinary opportunity to make a tangible difference every single day, fostering trust and delivering essential assistance within a supportive, collaborative, and forward-thinking environment.

Important Considerations for This Role

• You must be authorized to work in the United States.
• Sponsorship of any kind for the duration of the assignment is not available.
• This position operates on a W-2 basis; C2C or 1099 arrangements are not permitted.
• Ability to work Eastern Time Zone hours is required.

Your Impactful Responsibilities Will Include

• Achieving and consistently maintaining high performance standards related to patient account production.
• Responding to inbound calls regarding patient accounts in a professional, courteous, and highly efficient manner.
• Thoroughly researching and effectively resolving account inquiries by accessing and accurately updating information within designated computer systems.
• Generating precise written requests for activities that must be completed by other teams and ensuring comprehensive account documentation is meticulously maintained.
• Processing written requests received from other departments accurately and in a timely manner.
• Utilizing approved scripts, resources, and correspondence materials effectively when responding to inquiries.
• Developing and maintaining expert proficiency in organizational policies, procedures, and reference materials.
• Documenting all customer interactions meticulously according to established guidelines.
• Completing special projects and assignments accurately and within established timelines.
• Adhering to all company policies, procedures, and compliance requirements with unwavering diligence.
• Performing other duties as assigned to support team objectives.

Work Environment & Training

• Training Schedule: 8:30 AM ET - 4:30 PM ET
• Production Schedule: 8:30 AM ET - 5:00 PM ET
• You must be able to complete a comprehensive 5-week paid training program.
• A professional demeanor, including being camera-ready for training and occasional production needs, is expected.

Must-Have Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of experience in customer service, inbound call center operations, healthcare revenue cycle, or a closely related field.
• Proven ability to meet established quality, productivity, and performance standards consistently.
• Strong verbal and written communication skills, enabling clear and empathetic interactions.
• Excellent customer service and professional telephone etiquette skills.
• A professional, friendly, and genuinely team-oriented approach to work.
• Strong attention to detail and exceptional problem-solving abilities.
• Ability to work independently and efficiently manage multiple tasks in a dynamic, fast-paced environment.
• Basic computer proficiency and the ability to seamlessly navigate multiple systems simultaneously.
• Previous word-processing experience with a minimum typing speed of 35 words per minute (WPM).

Nice-to-Have Qualifications

• Bilingual proficiency in English and Spanish.
• Prior experience with healthcare billing, patient accounts, or revenue cycle operations.

About Aquent

Aquent connects the brightest professional, IT, engineering, financial, and administrative talent with the world's most innovative brands. Our eligible talent gain access to a comprehensive suite of benefits, including health benefit contributions, retirement plans with matching contributions, and flexible spending accounts. Aquent is an equal-opportunity employer. We meticulously evaluate qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We are passionately committed to fostering an inclusive environment-one where diverse backgrounds, experiences, and perspectives are celebrated, and everyone can contribute, grow their careers, and truly thrive.