District Medical Group

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Customer Service/Patient Collections Representative II (Bilingual)

at District Medical Group

Job Description

Essential Duties and Responsibilities:

The Customer Service Representative II is responsible for a variety of tasks including; answering inbound calls, answering patient questions, verifying account information, processing payments; contacting patients and responsible parties to resolve past-due accounts and researching account statuses.


  • Responsible to follow-up with patients to collect monies owed
  • Responsible for assisting patients on the phone and in person regarding patient account.
  • Research patient accounts and answer patient questions.
  • Educate the patient regarding their bill.
  • Forward calls to specific departments.
  • Manage the work files and make outbound calls to patients or the responsible parties
  • Monitor accounts to ensure statements have gone out and that payments are being made
  • Responsible to follow-up with patients to collect monies owed or placed on a payment plan.
  • Meet with patients at the Corporate Billing Office to receive payments.
  • Verify AHCCCs on line and EPIC to see if any additional insurance is available.
  • Responsible monthly to update Self Pay Bump Report.
  • Train new staff and existing staff.
  • Responsible in resolving escalated calls from Customer Service Reps to the next level
  • Audit spreadsheets that go to MIHS for revenue resolution. ATPP/MAA.
  • Monitor daily work volume. (Attorney requests, Calls) to ensure processed timely.  Assign overflow to individual staff.
  • Responsible for cash lock box. Making change for patients.  Monitor to ensure cash box is in balance.
  • Performs monthly audit of the End of the Month Report/Crunch Report.
  • Process Attorney Records request.
  • Document and update insurance information
  • Perform related duties as assigned by supervisor.
  • Maintain compliance with all company policies and procedures.






  • 3+ years customer service experience preferred
  • 2+ years collections experience preferred
  • 1+ years medical office experience preferred





  • High school diploma or equivalent




  • General health care knowledge.
  • Understanding/compliance of HIPAA laws and regulations.
  • Computer proficiency (MS Office – Word, Excel and Outlook)
  • Ability to demonstrate exceptional customer service skills in person and over the phone
  • Excellent verbal and written communication skills.
  • Ability to read, understand and follow oral and written instructions.
  • Must be well organized, detail oriented and demonstrate accuracy.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • Able to work in a team environment.
  • Ability to operate standard office machines and equipment, including telephones, computers, copy machines, fax machines, calculators, scanners and shredders.
  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Type a minimum of 35 wpm

Physical Requirements:


  • Requires sitting and standing associated with a normal office environment.
  • Manual dexterity needed for using a ten key calculator and/or computer keyboard.
  • Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus.


Environmental Working Conditions:


  • Normal office environment.
  • The noise level of the work environment is usually moderate.
  • Occasional overtime maybe required and/or hours may be shortened as business needs dictate.


*The job holder must demonstrate current competencies applicable to the position.