Answer incoming calls. Provide answers regarding general inquiries on patient bills. Handle patient payments over phone, guide patients with electronic payments through the electronic medical record system. Direct any concerns regarding any billing issues or questions needing additional guidance to direct supervisor. Document all calls in notes in electronic medical record system. Retrieve and respond to voicemail and patient portal messages within 24 hours (or 72 hours from Friday to Monday). Alert direct supervisor of any messages requiring adherence to department escalation policy. Assist in enrolling patients in monthly payment plans. Provides information regarding plan, payment schedules and guidance in navigating third party website for enrollment. Review lists or reports of outstanding accounts added to self-pay work lists. Review lists or reports of 90-95% of outstanding accounts and follows up with guarantors or others as necessary to expedite payment. Prepare small balance write-offs and collection agency reports; transfers credits to open accounts and/or prepares refunds for approval by Coordinator or Manager.