Patient Account Specialist

Patient Account Specialist
Business Services Department
1.0 FTE, 80 Hours a Pay Period
Days, Hours between 8 am – 4:30 pm
Weekends: No
Holidays: No
Telecommute Available: No

Position Overview:

The Patient Account Specialist is responsible for manage customer inquiries by multiple communication methods, address billing questions and issues, and collect payments from patients or clients in a timely and professional manner. This role combines customer service with collections duties, ensuring that outstanding accounts are handled efficiently while maintaining positive relationships with patients and clients. The representative is expected to provide exceptional customer service while meeting performance goals related to collections.

Essential Duties & Responsibilities:

Customer Service:

• Serves as the primary point of contact for patients, clients and insurance representatives through multiple communication methods such as but not limited to phone calls, emails, patient portal and live chat and occasionally in-person.
• Provides accurate information regarding billing inquiries about charges, account balances, and payment options and plans, processing payments and directs complaints to the appropriate staff based on the issues being addressed.
• Update and maintain accurate patient records in the healthcare system’s database, including personal information, demographics, insurance details and conversations.
• Collaborate with other business office staff to resolve issues related to incorrect charges, payments or insurance claims.
• Maintains a high level of professionalism and empathy while dealing with customers even in difficult situations.

Collections:

• Contacts patients with overdue balances through multiple communication methods such as but not limited to phone calls, emails, patient portal and live chat.
• Set up payment arrangements within the payment plan policy.
• Follows up with patients who have expired or denied payments from automated payment reminders.
• Monitors collections queues to ensure accounts which are past due follow the collection process and issue the required notices by law related to the Fair Debt Collection Practices Act are provided to patients before they are sent to a collection agency.
• Collaborate with management to resolve difficult collection issues and escalate as necessary. Report on collection performance and any significant issues or trends to management.
• In addition to the responsibilities described above, the role may include other duties and responsibilities as assigned, based upon Winona Health’s needs or requirements.

Supervisory Responsibilities:

No direct reports

Skills and Experience:

Required:

• Associates Degree or equivalent experience in a customer service, collections, or related field
• Strong communication skills both verbal and written, with the ability to handle difficult situations calmly and professionally
• Strong problem-solving skills and detail-orientated with strong organizational skills
• Ability to meet deadlines and performance targets
• Advanced time-management and organizational skills to handle multiple priorities with shifting timeframes
• Proficient use of Microsoft Teams, Word, Outlook, & Excel
• Discretion and good judgement in responding to questions by patients, providers, and other professional personnel
• Must possess effective customer service oriented communication skills
• Professional and respectful attitude, maintaining confidentiality information in compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations, ensuring patient privacy, and data security

Preferred:

• Previous billing and/or collection experience
• Bilingual in English and Spanish is preferred but not required

Summary of Benefits at Winona Health:

At Winona Health, we are dedicated to offering a comprehensive and affordable benefits package for our employees and their families. While benefits may vary based on employment classification and job status, the following key benefits are available:

Health Insurance: Options for medical, dental, and vision coverage, as well as mental health support and wellness incentives
Income Protection: Short and long-term disability, plus additional benefits like accident, critical illness, hospital indemnity, legal assistance, and identity protection plans
Retirement Planning: Access to a 403(b) retirement plan with employer contributions once eligibility requirements are met
Work/Life Balance: Flexible scheduling, paid time off, and earned sick time to support personal well-being
Education & Development: Paid training, tuition reimbursement, scholarships, and sponsored seminars to foster both personal and professional growth
Employee Discounts: Special offers with local businesses, including the YMCA and cell phone providers

For more details or specific information, visit our website or contact Human Resources

Internal Applicant Policy:

It is the policy of Winona Health to work with employees in an equitable fashion regarding promotions, transfers, and position reclassifications.

Any employee wishing to apply for another available position at Winona Health must submit an application for consideration through the internal application portal. Employees requesting to change positions should have successfully completed at least six (6) months in their current position. Employees currently in the formal disciplinary process may be required to meet with the Director of Human Resources to determine eligibility to request transfer. The employee’s past performance, experience, training and qualifications will be considered in transfer/hiring decisions. Consideration for transfer or promotion is not a guarantee of transfer or promotion. Employees may be given a chance to interview for a position when they meet the minimum position qualifications.

Disclaimer:

Winona Health is an equal opportunity employer. Winona Health does not refuse to hire, discharge, or discriminate against a person with respect to tenure, compensation, terms, upgrading, conditions, facilities, or privileges of employment because of race, color, creed, religion, sex, age, national origin, marital status, genetic information, status with regard to public assistance, membership in a local discrimination commission, sexual orientation, disability, veteran status, or any other prohibited basis of discrimination under applicable local, state, or federal law. Winona Health does not tolerate retaliation against any employee, patient/resident, physician, or other individuals pursuing concerns regarding Civil Rights issues. Winona Health adheres to ALL pertinent governmental policies and legislation including the Civil Rights Act of 1964, Title VII, as amended, and the Minnesota Human Rights Act.