Self Pay Representative (IRCM)
Base Pay Range:
$19.45 - $29.17Job Description:
Join the team that delivers a Healthier Bottom Line. Our purpose at InlandRCM is to strengthen rural hospitals by providing dependable, all-American revenue cycle expertise that sustains access to quality healthcare in rural communities. SIGNIFICANT GROWTH OPPORTUNITES AVAILABLE!! ONLY CONSIDERING APPLICANTS IN OUR SERVICE AREAS OF WA, ID, MT. HOURS ARE 8AM-5PM PST WITH LUNCH 12-1PM
Summary: The Self-Pay Representative addresses large volumes of patient-responsible balances through education, engagement, and resolution.
General Description: Manages patient-responsible accounts from initial patient billing through final account resolution. Responsibilities include patient outreach, inbound and outbound phone call communication, balance explanation, payment processing, payment arrangements, financial assistance screening, documentation, statement review, and accurate account resolution. Job requires both phone and administrative tasks.
Essential Duties/Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Phone Duties
- Initiates and receives patient communications to resolve outstanding self-pay balances in a professional and empathetic manner.
- Educates patients on account balances, insurance processing outcomes, discounts, financial assistance programs, and available payment options.
- Negotiates and processes one-time payments and structured payment arrangements in accordance with client and company guidelines.
- Screens accounts for financial assistance eligibility and supports patients through application processes when applicable.
- Maintains thorough and accurate account documentation to reflect patient interactions, commitments, and resolution activity.
- Monitors assigned self-pay inventories, prioritizing accounts based on aging, balance size, and client expectations.
- Collaborates with internal teams to address account discrepancies, posting issues, or credit balance situations.
- Completes additional projects or tasks assigned to support departmental and client objectives.
General Duties/Responsibilities:
- Ability to maintain strict confidentiality within the InlandRCM customers.
- Follows all Health and Safety policies and guidelines of Inland Imaging.
- Follows all company policies including those regarding harassment, non-retaliation, discrimination, respectful workplace, and related policies.
- Follows all policies regarding HIPAA, non-disclosure of confidential information and company security.
- Honest, pleasant manner and good personal hygiene.
- Free of alcohol and drug abuse.
- Excellent communication and interpersonal skills.
- Detail oriented; ability to multi-task; organized and able to work in a fast-paced environment.
- Ability to consider individual needs in communication with and assessment and treatment of patients of all ages.
- Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
- Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smoothly functioning department.
- Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
- Attendance is a requirement for this position.
- Performs other special projects and duties as assigned.
Supervisory Responsibilities:
- There is little or no supervisory responsibility in this position
Advocacy:
Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information)
Demonstrates the IRCM Core Values: Diligence in Execution, Comprehensive Customer Care, Perseverance in Solution, Finding, and a Growth Mindset
Qualifications:
- Education: High School Diploma/GED required.
- Minimum of 1–2 years’ experience in healthcare self-pay, patient financial services, billing office, or healthcare call center environment preferred.
- Experience communicating with patients regarding balances, insurance outcomes, payment options, or financial assistance.
- Experience working in a hospital or clinic EMR system such as Epic, Cerner, or Meditech Expanse preferred.
- Strong customer service, communication, and de-escalation skills.
- Ability to explain financial information clearly and compassionately to patients.
- Basic understanding of insurance processing and patient responsibility preferred.
- Ability to meet productivity, quality, and compliance expectations in a fast-paced environment.
- Licensure: N/A
- Computer Skills: Experience with the following computer applications is highly desired: Microsoft Office products (Outlook, Word, Excel), Internet, Intranet, Meditech or other hospital or physician EHR/accounting system.
- Remote Work Capability. Ability to work from a remote (home) based environment if requested. Need to have a dedicated workspace with desk, desk chair, and access to cable internet.
- Background check:
- Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test. InlandRCM is an EEO employer.
InlandRCM is an EEO employer.