Job Description

Associate Rep, Account Follow Up

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Associate Account Follow Up Representative is an entry level follow up position within the Patient Accounts Department.  The Associate is responsible for assisting in the reimbursement and/or resolution of patient account balances and is accountable for tasks related to the resolution of patient concerns.  The Associate Account Follow up Representative is often the first point of contact for CTCA patient inquires to the patient accounts department.  Responsibilities include; inbound calls as well as talking with walk in patients, external inquiries from payers or other representatives of the patient and outbound calls to payers to discuss patient accounts.  The Associate Account follow up Representative must interpret account information to accurately understand account balances, billing issues or payment posting and adjustments.  In addition, they must ensure a patient’s account reflects detailed and accurate documentation regarding each inquiry or each worked account.  The Associate Account Follow Up Representative has responsibility for activities in support of the account management for patients.  These activities include the timely review and processing of correspondence regarding accounts, medical records, litigation, etc. on a daily basis.  This role also serves as a back up for the Account Follow Up Representatives by answering voicemail inquires to their work station in their absence.  The efforts of the Associate Account Follow Up Representative assist in the overall Patient Accounts Department goal to optimize reimbursement of CTCA hospital and physician accounts and provide prompt and friendly customer service to inbound callers and walk in patients as well as outbound calls, consistent with CTCA’s mission, vision, and values.  Associate Account Follow Up Representatives report to the Account Follow Up Supervisor.

Job Accountabilities


  • Receives inbound calls coming into Patient Accounts. 
  • Greets and directs all walk-in patients and visitors.
  • Responsible to check voice mail boxes on specific Follow Up Representatives that are out of the office and respond accordingly.
  • Works incoming and return mail accurately, by conducting research using internet tools, making out bound calls, adding appropriate account comments and maintaining accurate patient demographic information.
  • Account comments must be detailed, reader friendly and accurate.
  • Access and sort Lockbox information for all entities including physician accounts; notes accounts and ensures Lockbox mail is delivered to appropriate Patient Accounts team.
  • Responsible for properly updating and noting AMPFM accounts with expired patient information.


  • Maintain a working knowledge of payer contracts.
  • Assess patient financial ability to pay in full, payment plans, or apply for financial hardship by asking inquiring questions and routing to Account Follow Up Representative
  • Responsible for setting up payment plans by drafting the Time Pay letter, scan copy to Account Follow Up Representatives & Recovery Services Representative (RS Rep), then mail to patient.
  • Required to have a basic knowledge base of all Patient Accounts functions and they must utilize all system software (e.g. Access Manager Patient Financial Manager, Customer Relationship Manager, Sunrise Record Manager, Sunrise Clinical Manager, Enterprise Scheduling).


  • Identify cash transfer needs, patient account problems, re-bills and where to escalate.
  • Communicate insurance changes and verification requests to responsible Patient Accounts stakeholders. 
  • Pull account summary statements for patients and distribute accordingly.


  • Provides back-up for inbound and outbound mail processing, including assisting Operations Center staff with mail processing when necessary.

Education/Experience Level

  • Must be a High School graduate or equivalent with strong analytical skills and good figure aptitude; Associates degree is preferred.
  • Must have minimum of one to three years of experience in call center, registration, collection and verification in a healthcare setting or similar service profession.

Knowledge and Skills

  • Must have good written and advanced verbal communication skills.
  • Must have knowledge of PC, Patient Accounts Software, and other office equipment, Windows experience a plus.
  • Must have a familiarity with ICD coding, insurance terminology and ability to read an Explanation of Benefits.
  • Works incoming and return mail accurately, by conducting research using internet tools, making out bound calls, adding appropriate account comments and maintaining accurate patient demographic information.
  • Account comments must be detailed, reader friendly and accurate.
  • Must have outstanding telephone communication and customer service skills.
  • Must be able to perform routine mathematical, color coding and alphabetizing functions.
  • Must have excellent organizational skills, and be able to manage multiple priorities.
  • Must be efficient, reliable, goal orientated and adaptable to change while maintaining productivity levels.
  • Must be Team oriented.
  • Must be courteous and professional.
  • Postage machine and processing Federal Express packages experience preferred.

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit: to begin your journey.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online