Patient Account Representative

At Mid-State Health Center, care starts with people—and that includes our team. We're a mission-driven, not-for-profit health center serving the people of central New Hampshire through compassionate, high-quality care. Our integrated model supports patients across primary care, behavioral health, dental, substance use treatment, advanced imaging, childcare, and so much more.

With nearly 15,000 patients served, our work reaches every corner of the community—and it all starts with a dedicated team. At Mid-State, you'll be part of a supportive, collaborative environment that values whole-person care, innovation, and doing good—for those we serve and for one another.

We offer competitive pay based on experience and credentials, along with a comprehensive benefits package that includes health, dental, and vision insurance; a 403(b) retirement plan with match; paid time off and holidays; tuition reimbursement; professional development support; flexible spending accounts; life, cancer, and accident insurance; and access to an employee assistance program. More than a job, this is a place where your work matters and your impact is real.

GENERAL SUMMARY OF DUTIES:  Responsible for insurance verification and to assist with collection of patient accounts.

SUPERVISION RECEIVED: Reports to the Director of Revenue Cycle Management.

ESSENTIAL FUNCTIONS:

1. Verifies patient insurance information via eligibility verification tools.
2. Assists patients with questions about their statement.
3. Answers inquiries and correspondence from patients and insurance companies.
4. Assigned special projects as needed.
5. Run various reports to post non-posted prepayments, no show reports, others as requested.
6. Assists with identifying and resolving patient billing complaints. 
7. Assist with electronic health record testing when new services are added.
8. Ability to communicate effectively and clearly; work effectively with co-workers as a team member and perform duties of other business office personnel.
9. Participates in educational activities.
10. Maintains strictest confidentiality relating to patient care.

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

EDUCATION:  High school diploma or GED. Associate degree preferred.

EXPERIENCE:  One year of medical office experience.  One year of medical insurance background preferred.

SKILLS and APTITUDES:

1. Knowledge of medical billing/collection practices.
2. Knowledge of computer programs, spreadsheets and applications.
3. Knowledge of basic medical coding and third-party operating procedures and practices.
4. Knowledge of legal and regulatory government provisions
5. Skill in establishing and maintaining effective internal and external working relationships.
6. Skill to enter accurately data and examine insurance
7. Ability maintains strict confidentiality and reports any illegal or unethical act involving another employee or anyone acting on behalf of the organization.
8. Ability to respond to ever changing environment.
9. Ability to maintain effective working relationships with patients, medical staff and the public.
10. Ability to react calmly and competently in emergency situations.
11. Ability to establish a positive interpersonal communication with patient/staff/providers.
12. Ability to communicate clearly and effectively in person, in writing, or by phone.
13. Ability to comply with established policies and procedures.

The demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position.

Physical Demands

• Sedentary Work: Ability to remain seated at a workstation for extended periods.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, phone, and office equipment.
• Visual Requirements: Sufficient vision to read printed materials and computer screens.
• Auditory Requirements: Ability to hear and respond to phone calls, conversations, and office sounds.
• Mobility: Occasional walking, bending, or reaching for files, supplies, or equipment.
• Lifting: May occasionally lift or move objects up to 50 lbs (e.g., office supplies or small packages).

Mental Demands

• Concentration & Attention to Detail: Ability to maintain focus and accuracy when handling data, reports, or multiple tasks.
• Decision-Making: Make sound judgments within established guidelines and timelines.
• Problem-Solving: Analyze information, identify issues, and develop appropriate solutions.
• Communication Skills: Clearly convey and receive information in both written and verbal form.
• Time Management: Prioritize multiple tasks, meet deadlines, and adapt to changing priorities.
• Stress Tolerance: Maintain professionalism and effectiveness in a fast-paced or occasionally high-pressure environment.
• Confidentiality: Exercise discretion and maintain sensitive information securely.

Environmental Conditions

• Office Setting: Work is performed primarily in a professional office environment with controlled temperature and standard lighting.
• Noise Levels: Typically quiet to moderate, with occasional periods of higher activity during meetings or collaborative projects.
• Equipment Use: Frequent use of computers, phones, copiers, and other standard office equipment.
• Minimal Physical Risks: Limited exposure to hazards; occasional need to move light office materials or supplies (up to 50 lbs).

Working Conditions

• Schedule: Standard business hours with occasional need for overtime or flexible scheduling to meet project deadlines or attend events.
• Pace & Deadlines: Work may involve multiple priorities, time-sensitive tasks, and periods of high activity.
• Collaboration: Regular interaction and communication with team members, management, and external contacts.
• Technology Use: Consistent use of office software, email, and virtual meeting platforms.
• Professional Environment: Requires adherence to confidentiality, professionalism, and organizational policies at all times. Also includes contact with sick people.