Patient Financial Specialist

NELC is rapidly expanding the number of hospitals it serves and is participating with its hospital members in the implementation of several new population health and disease management programs for which care is provided in the home. NELC is seeking talented staff to keep pace with our growth.

New England Life Care is hiring a Full Time Patient Financial Specialist to support our growth, who has experience, enjoys a fast-paced environment, providing a top-notch customer experience, working on the phone and enjoy a fast pace. If you have previous customer service and call center experience, this may be the position you have been looking for

This position is 40 hours per week, remote position. The normal schedule is Monday – Friday from 8:30am to 5:00pm. The ideal candidate for this position will have at least 2 years of experience with healthcare patient accounting/billing/collections processes and have knowledge of commercial and government insurances.

**Please note that we only hire remotely in the following states: Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, North Carolina, Florida, and Vermont**

Job Summary: The person in this position is responsible for providing customer service and education to patients regarding financial responsibility, account billing and insurance requirements for home infusion products and services provided by New England Life Care.

Career Ladders: NELC’s Reimbursement Department offers career ladders to Patient Financial Specialists. Candidates who achieve excellent performance in their job duties, who demonstrate a commitment to personal development, participation in department and company strategic programs and projects, who develop superior working relationships inside and outside the department and who show a commitment to the success of the department are eligible for promotion to the following positions:

Patient Financial Specialist – represents an entry level position into the department. Candidates who meet defined goals, objectives and accomplishments can generally expect to be promoted in 2 years to:

Senior Patient Financial Specialist – Candidates who meet defined goals, objectives, and accomplishments and who demonstrate engagement and ownership of departmental and organization activities would generally expect to be promoted in 2-5 years to:

Lead Patient Financial Specialist – Candidates who are part of the department leadership team and who have responsibility for advanced departmental, company and member hospital engagement.

Benefits:

• Career Ladder and Advancement Opportunities
• Health Insurance
• Dental Insurance
• Vision Insurance
• Generous employer-matched 403(b) savings program
• Company paid: Life insurance, Short- and long-term disability insurance
• Paid Time Off
• And much more

Job Responsibilities

• Effectively works with Insurance Verification Staff to secure accurate information related to insurance coverage and expected patient balances prior to patient receiving products and services from NELC.
• Courteously contacts patient / responsible party via phone to review financial responsibility and insurance requirement for products and services provided by NELC.
• Resolve escalated customer calls with excellent customer service skills and manage patient accounts appropriately to supervisor for resolution.
• Utilize interpreters to discuss patient responsibility and billing accounts as needed.
• Review and obtain consent to enroll patients in Manufacturer Copay Assistance Programs.
• Determine eligibility for NELC financial assistance program and follow up with patients to obtain necessary documentation to show financial status.
• Effectively discusses payment requirements with patients / responsible parties in terms that are easily understood.
• Demonstrates the knowledge and ability to answer any questions related to NELC’s patient payment options and account billing.
• Collects required payments from patients / responsible parties in the form of cash, check, private credit card.
• Informs supervisor of all issues / concerns related to payment collection efforts in a timely manner.
• Understanding of health care billing and denials, and ability to explain explanations of benefits to patients to ensure understanding of health care coverage for home infusion services.
• Ability to discuss pre-collections accounts with patients and create plans to resolve outstanding balances.

Regulatory Requirements:

• 2+ years’ experience with healthcare patient accounting/billing/collections processes.
• Knowledge of commercial and government insurances.
• Knowledge of HIPAA Privacy and Security requirements preferred.
• Working knowledge of federal / state fraud and abuse laws.
• Excellent driving record.

Preferred Skills:

• Excellent communications (verbal and written) and interpersonal skills required in order to interpret and explain policies and procedures and third-party insurance benefits to patients and their families.
• Excellent customer service skills.
• Excellent negotiation skills required to secure required payments from ill patients.
• Demonstrated ability to maintain confidentiality of patient information.
• Excellent organizational skills with attention to detail.
• High level of motivation.
• Ability to work independently as well as part of a team.
• Demonstrated ability to identify research and solve problems.
• Ability to research and resolve problems independently; detail orientated.
• Ability to manage a flexible schedule required (Some evening and weekend hours required).

For more information, visit our website at www.nelifecare.org.

EOE