Patient Financial Services Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of patient accounts that have outstanding balances.

• Investigate and address complex patient billing inquiries and account discrepancies.

• Assess insurance payments, patient responsibilities, adjustments, and payment activities to ensure accuracy of accounts.

• Clearly communicate benefits, payment responsibilities, and available payment options to patients.

• Establish payment plan arrangements and guide accounts towards resolution.

• Act as Brightline's main operational contact for the patient billing vendor.

• Analyze vendor performance reports and collection metrics.

• Track the delivery of patient statements, payment trends, and effectiveness of outreach efforts.

• Participate in regular operational meetings with the vendor.

• Identify opportunities to enhance patient collections and engagement, escalating system or workflow issues when necessary.

• Serve as the point of escalation for complex billing inquiries that frontline staff or the vendor's Tier 1 support are unable to resolve.

• Review disputed balances and coordinate resolutions across Revenue Cycle, Operations, and Clinical teams.

• Ensure prompt follow-up on escalated patient concerns while adhering to payer contracts and organizational policies.

• Monitor AI chat escalations generated via the patient billing platform and collaborate with the vendor to optimize workflows and escalation pathways.

• Analyze patient collection performance, aging reports, and monthly metrics to identify trends.

• Assist leadership in evaluating vendor effectiveness and suggest workflow improvements that boost collections and patient satisfaction.

• Collaborate with Revenue Cycle, Member Services, Finance, Clinical Operations, and vendor partners to resolve account issues.

• Identify recurring trends affecting patient balances and propose process enhancements.

• Support the implementation of new workflows related to patient financial services.

⛳️ Requirements

• Minimum of 3 years of experience in healthcare revenue cycle, patient financial services, or patient account management.

• Proven experience in explaining insurance benefits, patient responsibilities, and payment options directly to patients or customers.

• Demonstrated ability to independently resolve complex account disputes or escalations without supervisor intervention.

• Experience in monitoring vendor performance, collection metrics, or aging reports and translating them into actionable recommendations.

• Skilled in de-escalating challenging financial conversations while ensuring compliance with policies or contractual obligations.

• Experience managing a large portfolio of accounts with competing deadlines.

• Proven ability to partner cross-functionally (e.g., Finance, Revenue Cycle, Operations) to resolve account issues.

• Preferred experience in coordinating or overseeing relationships with third-party vendors.

🏝️ Benefits

• Medical

• Dental

• Vision

• Long-Term Disability

• Life Insurance

• Flexible Spending Account

• 401k

• 12 Company Holidays + Floating Holidays

• Holiday Shutdown

• Flexible Time Off

• Parental Leave

• Health and Wellness Stipend

• Home Office Reimbursement

• Professional Development Reimbursement