Patient Financial Services Specialist

3 weeks ago


Durham, United States EmergeOrtho Full time

EmergeOrtho, P.A. complies with applicable civil rights laws and does not discriminate based on race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy, childbirth and related conditions, including but not limited to, lactation, disability, veteran status, genetic information, or any other class protected by the state or local law.

We are committed to the core values of Quality, Innovation, Compassion, Community, Education, Integrity, Teamwork, Diversity, and Inclusion.

Full-time, Remote - Work from Home
Work Schedule - Monday - Friday, 8:00 am - 5:00 pm.

The Patient Financial Services Specialist assists patients with questions and concerns regarding medical billing in a prompt and courteous manner by performing account research, balance verification, patient support, and verification of billing and policy compliance. Responsible for all activity related to collection of Self-Pay balances. Is authorized to work out settlements within guidelines and approve the movement of patient balances within the system. Works with the patients, Revenue Specialists, Third Party Payers, and the practices to maximize collections. Must use independent judgement on the prioritization of assigned tasks.

Qualifications and Experience
  • High school diploma or equivalent
  • Minimum two years’ experience in financial services, healthcare or medical practice setting preferred
Responsibilities include, but are not limited to, the following
  • Understand the entire revenue cycle and resolve claims regardless of where they appear in the cycle.
  • Communicate with patient/guarantors by telephone to secure payment on the outstanding balance by the guarantor.
  • Verify, obtain, and update patient and guarantor demographic information, insurance packages, case policies, and/or documents necessary for resolution of account.
  • Record payment information as presented by patient / guarantor.
  • Manage Self-Pay Account Worklists through proactive patient calls.
  • Document all patient communications (verbal & written) in the Patient Account View.
  • Manage Pre-Payment and Payment Plans in compliance with pre-defined parameters outlined in organization’s patient financial policies.
  • Work Patient Correspondence in Correspondence dashboard.
  • Perform financial counseling by providing patients high level customer service regarding balance origination, balance/claim(s) resolution, pre-payment and/or payment plans, and applications for assistance.
  • Manage credit card contracts.
  • Report on aged AR based on need, and trend increases and impact of seasonal activities; preparation of reports in Excel as needed or requested.
  • Serve as liaison between patient, AR Specialists, physicians, physician staff, and Reception staff as needed internally; guarantor or payers externally as needed.
  • Review, research or communicate with Practice Management or VBO as necessary regarding any questionable accounts or issues presented by patient / guarantor.
  • Work assigned Collection Worklist on the prescribed schedule.
  • Create Self-Pay adjustments per organizational financial policies.
  • Initiate and follow through on patient refund requests based on the organizational financial policies.
  • Performs other duties as required and assigned by Manager.


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