Patient A/R Call Center Representative 

Location MedExpress Headquarters  

Full-Time/Part-Time Full-Time  

Category Call Center  


Location Address:

1751 Earl L. Core Rd.,

Morgantown, WV 26505

PURPOSE: Responsible for working with patients and third party payors to ensure payment on accounts. Responsible for maintaining A/R days outstanding and collection percentage within MedExpress CBO established guidelines. Responsible for timely and accurate follow-up to patient inquiries and concerns while remaining sensitive to legal while using effective customer service skills. Monitors accounts which are past due and works to bring account payments up to date. Prepares all necessary notations and collects required data to ensure accurate account processing of patients accounts.

WORKING RELATIONSHIPS:Reports directly to Team Leader, Supervisor and Manager of Billing.

RESPONSIBILITIES include but are not limited to the following:

  • Responsible for maintaining a positive work relationship with all MedExpress personnel. Provides help and support to clinics as necessary when collecting accounts.
  • Works with patients and/or patient's insurance carrier to obtain payment or correct billing information on accounts in order to ensure proper resolution.
  • Works with other areas of the billing office to facilitate communications necessary to reduce outstanding receivables to include charge entry, payment posting, refunds and accounts receivable processing.
  • Monitors accounts that are past due, and works to bring account payments up-to-date. May work out payment plans in accordance with established CBO policy. Follow-up of accounts are accomplished through telephone calls, late notices and collections letters.
  • Works to maintain A/R days outstanding and collection percentage within CBO guidelines and CBO published standards.
  • Responsible for ensuring appropriate documentation to accounts to track process flow. This allows proper history of all accounts to be maintained.
  • Adheres to legal and proper collections procedures while striving to maintain good patient relations.
  • Maintains confidentiality of patient diagnostic and treatment information with focus on HIPAA guidelines and strong customer service skills.
  • Prepares reviews and makes all necessary notations on patient's file for turn over to collection agency.
  • Management of collection accounts with responsibility for reports going to collection agency.
  • Possess and maintain strong conflict resolution skills when dealing with difficult situations.
  • Maintain files and records pertaining to accounts turned over to collection agency including payment files that need applied appropriately.
  • Responsible for collection of data for Conflict Checks with regards to appropriate attorney offices, Collection Systems and Agents responsible party.
  • Responsible for the daily coordination of information from/to appropriate departments to facilitate accurate payments.
  • Responsible for the identification of each specific practice and their providers and for any additional research needed to process accounts efficiently.
  • Demonstrates accountability and responsiveness to the needs of the CBO and all clinic locations.
  • Research all information needed to complete the patient accounting process.
  • Participates in a team effort to fulfill area goals and work requirements. Deals positively with co-workers, supervisors and supports management decisions.
  • Share knowledge and assists others when appropriate. Utilizes appropriate channels of communication while maintaining complete confidentiality at all times.
  • Keep current by attending seminars/conferences as approved by Leadership.
  • Inform Leadership of any problems related to job duties.
  • Participates in educational programs to meet mandatory requirements and identified needs with regard to job and personal growth.
  • Special projects as assigned by Leadership.


  • Works in a clean, well-lighted and ventilated office, and may be required to travel by automobile to various meetings or functions.

Position Requirements


  • One (1) to three (3) years of healthcare billing experience with medical software and insurance company or collection agency experience. 
  • Training at an educational institute to include training in medical software, ICD-9 and CPT4 coding proper methods of insurance filing preferred, but not required.
  • Should be familiar with HIPPA Federal Debt Collectors Privacy Act regulations, to ensure proper and legal communication at all times.
  • High school graduate or GED required.
  • Good communication and organizational skills with the ability to demonstrate the use of tact and diplomacy in dealing with others.


  • IDX-GPMS Software desirable, as well as basic knowledge of communications hardware and software. Medical practice operations and centralized patient accounting, Medicare and Medicaid regulations.
  • Skills in developing and maintaining effective relationships with employees, patients, clinics, MedExpress managers and the public.
  • CPT-4 and ICD-9 codes.
  • Accounts receivable process and medical terminology.
  • HIPAA and Federal Debt Collection Act and strong customer service skills.
  • Knowledge of major payor payment provisions and regulations to maintain continuous quality verification of global payor contracts versus fee-for-service contracts o assign appropriate office visit coding at time of charge entry.


  • Communicate clearly and effectively with MedExpress internal/external parties and patients in order to relay/convey information as it pertains to MedExpress.
  • Must be able to communicate on a one-to-one basis, using appropriate grammar, vocabulary and word usage as well as respect the need of confidentiality when dealing with sensitive information. Must be able to work independently.
  • Accurately utilize applicable computer software and equipment for claims processing account research, payments on accounts, refunds, communication with centers and any other information that pertains to patient accounting.
  • Demonstrate flexibility to meet the needs of the office in regard to changes in work volume, planned change, scheduling changes, etc.
  • Perform mathematical computations to determine correct balances on account and portion for patient and third party payors regarding payment of their accounts.


  • Requires normal range of eye-sight in order to read, prepare and communicate appropriate information.
  • Must be able to write legibly.
  • Requires eye-hand coordination sufficient to operate computer keyboard, telephone, photocopier, calculator and other office equipment.
  • Requires clear speech and auditory acuity.
  • Moderate physical demands due to prolonged sitting, bending stooping, occasional lifting, stretching and ability to travel in an automobile to perform the tasks associated with managing billing services from various clinics.
  • Ability to sit for extended periods of time.

This position is currently not accepting applications.

To search for an open position, please go to http://medexpress.appone.com


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