Patient Account Representative I Customer Service Correspondence Clerk

JOB SUMMARY

At NorthBay Health, the Patient Account Representative I, Business Office Clerk, performs office clerical duties, administrative support, minimal insurance billing and other duties as assigned.

At NorthBay Health, our vision is to be the trusted healthcare partner of choice for the communities we serve. We are dedicated to improving the well-being of our community by providing accessible, high-quality care to all who need it. Every member of our team plays a vital role in delivering compassionate and effective healthcare solutions. We invite you to join us in our mission to ensure that every patient and family member feels valued, respected, and cared for throughout their healthcare journey.

PRIMARY JOB DUTIES

1. Sorts all incoming mail, logging appropriate mail types (e.g. denials) in the system notes and distributes incoming mail to the appropriate parties as needed.
2. Responsible for photocopying, filing and maintaining documents as needed.
3. Complete requests from other departments, doctor’s offices and insurance co. in a timely manner.
4. Perform insurance billing tasks for all insurance as assigned by management.
5. Processes and work all incoming outsourced vendor requests, as assigned.
6. Performs all scanning and indexing functions, as necessary.
7. Processes patient credit card payments in person or over the phone.
8. Transfers outsourced accounts to the appropriate vendor timely and accurately.
9. Manages time effectively, prioritizing multiple demands to ensure productivity standards are achieved as outlined in departmental policies and procedures.
10. Covers the front desk for walk-in patients.
11. Ensures that customers are treated in a manner consistent with high standards of customer service.
12. Responds to patient complaints into a courteous and respectful manner, resolves problems pertaining to account charges or billing discrepancies at the time of call or within 24 hours.
13. Adheres to the quality and productivity measures assigned by the Supervisor on a consistent basis.
14. Complete special projects.
15. Perform other duties as assigned.

1. Education/Training: High School Graduate or Equivalent preferred. College courses with emphasis in Business preferred. 
2. Licensure/Certification: Obtain an HFMA Certified Revenue Cycle Representative (CRCR) Certification within 9 months of start date.
3. Experience: 
   1. One year customer engagement experience and/or office support in a healthcare setting.
   2. Excellent oral and written communication skills with ability to effectively articulate thoughts into a useful and meaningful discussion.
   3. Some working knowledge in the areas of Medi-Cal, Medicare, Managed Care, Indemnity, Commercial and Workers Compensation preferred.
4. Interpersonal Skills:  Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor.  Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.  Is extremely open to learning new things and teaming with others in a collaborative environment.  Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. 
5. Hours: M-F, based on business need. 
6. Other: Spanish speaking preferred.
7. Compensation:  $29 to $35 based on years of experience doing the duties of the role.

At NorthBay Health, we are guided by our values: Nurturing Care; Own It; Respect; Build Trust; and Hardwire Excellence. These principles lead us to our TRUE NORTH and inspire us to provide exceptional care. 

These values serve as the foundation of everything we do, guiding us to deliver individualized care with integrity and accountability. We are committed to fostering a culture of collaboration, where every team member is valued and empowered to contribute their best to the health and well-being of those we serve. 

This is an exciting time to join NorthBay Health.

As an independent, nonprofit health system north of the San Francisco Bay Area, in the Napa/Solano Region, we are expanding our footprint across Solano, Yolo, and Napa counties to meet the evolving needs of our communities. With two acute-care hospitals—including a Level II Trauma Center and a modern maternity unit with a Level III Neonatal Intensive Care Unit (NICU)—along with a comprehensive cancer center, multiple urgent care facilities, and a growing network of primary and specialty clinics, we are investing in the future of care across the region.

NorthBay Health we are home to advanced clinical programs and nationally recognized cardiovascular, neuroscience, and orthopedic services, as well as comprehensive surgical and outpatient specialties. Our commitment to excellence is reflected in our Magnet with Distinction designation for nursing (one of only 12 organizations nationwide) and recognition from U.S. News & World Report as “High Performing” in multiple clinical areas, including maternity care, heart failure, and stroke. NorthBay Medical Center has earned the High Performing designation in maternity care for four consecutive years.

As the only locally governed health system in the region, we remain deeply rooted in our communities while growing into a trusted regional healthcare leader. If you are seeking meaningful work, collaborative teams, and the opportunity to help shape the future of healthcare in Northern California, you will find it at NorthBay Health.

Join us with our commitment to excellence, to achieve our vision to be the trusted healthcare partner of choice for the communities we serve.

To learn more about NorthBay Health's benefits, diversity statement and community please visit