The Patient Financial Specialist position engages patient families to provide an elevated patient experience, while providing accurate and timely financial details (insurance benefits, patient responsibility bills, billing processes, payment options, etc.) from onboarding through discharge. Responsibilities of the Patient Financial Specialist include financial counseling, handling multiple client accounts, managing databases, and resolving inquiries. This role reports to the RCM Manager.

Job Duties and Responsibilities include the following. Other duties may be assigned.

• Commit continually to HIPAA regulations, ethics guidelines and advocating for client rights.
• Conduct financial counseling with onboarding families to review insurance benefits in detail, educate on billing processes, prepare families for estimated charges and discuss payment options.
• Manage incoming inquiries received via multiple routes (including phone, email, virtual meeting scheduling platform) and address inquiries in a timely manner.
• Complete routine outgoing contacts for aging or delinquent account collections.
• Perform deep dive analysis to verify assigned patient responsibility accuracy.
• Collaborate with other departments (Accounts Receivable, Verification of Benefits, etc.) to resolve patient responsibility concerns or billing errors impacting patient responsibility.
• Perform direct billing to grants/scholarships/funding source partners in region for patient responsibility balances.
• Maintain positive relationships with grant/patient responsibility funding source partners in region and current knowledge on processes/requirements.
• Work to resolve sensitive patient concerns in an empathic and professional manner, escalating to management as needed.
• Partner with all RCM teams and other departments to preserve efficiencies, strong communication and escalation of issues and/or enhancements.
• Identify critical issues and provide possible solutions in addition to elevating problems to leadership.
• Collaborate with the manager and leadership on special projects, workflow optimization, and improvement efforts.

Required Qualifications

High school diploma or general education degree (GED); or one-year related experience in healthcare billing, healthcare reimbursement, and/or healthcare revenue cycle.