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Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.
Fully Remote - U.S.
The Patient Services Representatives are responsible for communicating by phone with patients and insurance companies for the purpose of collecting and managing accounts receivable. They ensure the timely receipt of claims payments and minimize bad debt accrual and are responsible for collection activities through efficient, effective communication and resolution of the outstanding accounts receivable balance.
Handles patient and insurance inquiries associated with specific patient accounts, including identification and resolution of billing discrepancies when reviewing the account.
Effectively communicates with inbound and outbound guarantors/patients or insurance companies as to the status of the account and answers questions or inquiries efficiently
Adheres to HIPAA, PCI, and Change Healthcare Policies and Procedures
Answers inbound and makes outbound calls in a fast-paced environment; handles difficult situations while maintaining quality customer service and expected
Responsible for working self-pay or insurance receivables and related payments for the client. Effectively work accounts receivable to optimize cash flow and to meet organizational financial goals and objectives
Establishes budget plans or payment arrangements with established guidelines and policies
Accurately documents all follow-up activities pertaining to each specific account in the CHC Workflow tool(s) concisely, completely and/or takes action in the client system as directed
Handles escalation calls/accounts as necessary and appropriately de-escalates call to ensure patient/client satisfaction
Accepts special projects, assignments and instructions in a professional manner, and sees them through to completion of identified goals
Performs tasks conscientiously and thoroughly while adhering to established goals and objectives
Responsible for updating patient demographics and insurance information
Responsible for working correspondence, edits and aged account receivable and identifying problem accounts to CHC leadership
Responsible for resolving and/or appealing denials and rejections
Responsible for identifying billing/system/collections issues or trends and reporting them to management
Assists other representatives with client or procedural related questions
Meets productivity and accuracy standards as established by management
Other duties as assigned by the Change Healthcare Leadership members.
High School diploma or equivalent
Must be able to work from home Monday-Friday, 8:30am-5pm Eastern
Must have a high speed internet connection and a quiet place to work (equipment needed to work from home is provided by Change Healthcare)
1+ year of medical revenue cycle experience and a strong understanding of its full scope: healthcare billing, processing the claim and collections practices and methodologies in an automated environment
Experience with patient information/claims system reimbursement processes
Must understand EOBs and be able to explain that to the patient
Working knowledge of insurances and general reimbursement types: PPO, HMO, Indemnity, Medicare, Medicaid, Workers’ Compensation
Must possess excellent customer service and communication skills along with good math skills, ability to read, understand and follow verbal and written instructions
Must possess basic computer skills (internet navigation, Microsoft Outlook, Microsoft Word and Microsoft Excel).
Professional phone etiquette
Ability to multi task in a fast-paced environment
Negotiation and problem solving skills
Time management and organizational skills
Display a positive attitude
Effective written and oral communication skills
Strong interpersonal skills
Experience working from home is a plus.
Working Conditions/Physical Requirements
Sitting for long periods of time.
Prolonged use of the phone.
Flexible work environments
Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
Employee wellbeing programs and generous health plans
Educational assistance programs
US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
Learn more at https://careers.changehealthcare.com
California / Colorado / New Jersey / New York / Rhode Island / Washington Residents Only:
The applicable base pay for your state is listed below. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Change Healthcare offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Change Healthcare, you’ll find a far-reaching choice of benefits and incentives.The base pay range for this position is $13.07 - $29.02
Diversity, Equity & Inclusion:
COVID Vaccination Requirements
We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.
Equal Opportunity/Affirmative Action Statement
Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.
If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to
Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.
California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.
Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.