Memorial Health System

Patient Service Representative

Job Locations US-IL-Springfield
Clerical, Administrative and Business Support
Position Type


Contacts various parties via telephone and in writing to collect patient responsibility account balances. 



  • Education equivalent to graduation from high school or GED required. 



  • Six or more months of business office experience, preferably in the areas of billing, collections, insurance principles/practices, or accounts receivable.
  • Previous experience as a collector is highly desirable

Other Knowledge/Skills/Abilities:

  • Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate billing application and associated software programs.
  • Must demonstrate ability to work successfully with internal and external customers.
  • Must demonstrate detail orientation, critical thinking, and problem solving ability.
  • Must demonstrate excellent oral and written communication and customer service skills.
  • Must demonstrate ability to persuade and negotiate effectively.


Places outbound calls to patients/responsible parties and various internal and external sources regarding outstanding patient due balances.


Responds to oral and/or written patient inquiries regarding outstanding patient due balances, account or billing information, and financial assistance.


Identifies, prioritizes, and resolves problematic accounts. Performs appropriate review/investigation/verification of patient eligibility for possible payer sources and/or financial assistance.


Accepts and processes patient payments using all appropriate applications and tools available.


Reviews and combines multiple accounts for individual patients. Explains available payment options and establishes appropriate payment plans with patients/ responsible parties. Monitors established payment plans until paid in full or nullified by the patient/responsible party.  Coordinates further collection activities as necessary.


Coordinates collection of patient/borrower information and ensures timely delivery of loan applications to Memorial’s chosen lending institution for processing of loans.


Processes estate liens per existing procedures and guidelines.


Reviews, appropriately documents, and recommends accounts for Charity Care consideration as determined by existing procedures and guidelines.


Meets with patients/responsible parties, as necessary, regarding collection of patient due balances.


Reviews and documents accounts, obtains appropriate authorizations, and coordinates necessary activities, per existing procedures and guidelines, to ensure timely transfer of accounts to outside collection agencies.


Orients and cross-trains others within assigned area of responsibility as directed and defined by management. May assist other areas within the unit or department, as necessary, during times of special needs or staff absences.


Performs other related work as required or requested


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