Job Summary:
Client Partners supporting the Self-Pay Program are responsible for delivering high-quality patient financial services through effective communication, accurate processing, and strict adherence to client-approved policies and workflows. This role requires strong customer service, attention to detail, and compliance discipline to ensure seamless patient experience while meeting client performance expectations.
Supervisory Responsibilities:
This position has no direct supervisory responsibilities.
Duties/Responsibilities:
Patient Financial Interactions
- Conduct inbound and outbound patient collections using approved scripts, call flows, and established policies.
- Demonstrate knowledge to address patient questions on balances, payment plans, and insurance coverage.
- Process patient payments within the client system and post transactions accurately to patient ledgers.
- Reprocess declined payments.
Account Management
- Process insurance balance transfers and manual write-offs as required.
- Perform ledger modifications for pre-due date payments resulting in account credits.
- Manage and rework patient accounts, including adjustments to payment plans, updating insurance information, and processing demographic changes.
Patient Support Services
- Triage patient inquiries and route to appropriate departments.
- Handle requests for itemized statements.
- Support financial assistance applications and provide relevant guidance.
- Manage patient disputes through established resolution processes.
Required Skills/Abilities:
- Strong verbal and written communication skills.
- Working knowledge of healthcare billing, insurance, and patient payment processes.
- Ability to navigate Client systems with accuracy and efficiency.
- High level of integrity, confidentiality, and compliance adherence.
- Problem-solving and conflict resolution skills for handling patient disputes.
Education and Experience:
- Adherence to quality and compliance standards as defined by the Client.
- Client Partner is expected to demonstrate a clear understanding of how to interpret an Explanation of Benefits (EOB).
- Achievement of patient engagement and resolution targets.
- Consistent documentation of all patient interactions.
- Contribution to a positive and professional patient experience.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
