Patient Financial Services Specialist-Full Time

Job Summary

The Patient Financial Services Specialist is responsible for providing exceptional customer service and financial guidance to patients regarding their medical bills. This includes making outbound calls, responding to inbound inquiries, and meeting with patients in person. The Specialist plays a key role in helping patients understand their financial responsibilities and in evaluating eligibility for payment plans or financial assistance programs to ensure access to care without unnecessary financial hardship.

Essential Duties and Responsibilities

• Call patients regarding balances, insurance information, or financial support options.
• Answer incoming calls and assist patients with questions related to billing, insurance coverage, and payment arrangements.
• Meet with patients in person to provide billing explanations and discuss financial assistance or payment plan options.
• Evaluate patients’ financial situations to determine eligibility for payment plans or financial assistance in accordance with organizational policies.
• Assist patients with completing application for financial assistance/charity care, or other discount programs.
• Clearly explain available payment options and financial resources to help patients’ make informed decisions.
• Establish and document payment plan agreements, ensuring terms are realistic, compliant with policy, and communicated clearly to the patient.
• Follow up with patients as needed to collect supporting documentation and ensure completion of financial assistance applications.
• Review patient accounts for accuracy and verify that insurance payments and patient responsibilities are properly applied.
• Collaborate with HIM and department team members responsible for insurance review to resolve account discrepancies and ensure timely resolution.
• Maintain detailed and accurate records of all patient interactions and financial agreements in the EMR.
• Other duties may be assigned and are subject to change with or without notice.

Professional Requirements

• Deliver compassionate and respectful service to all patients regardless of their financial status.
• Work closely with front office, clinical, and interdepartmental HIM and insurance review teams to support a
• Seamless financial experience for patients.
• Completes and maintains all required education and/or training requirements.
• Complies with HIPAA regulations and always maintains patient confidentiality.
• Follows and maintains all lawful safety, health requirements, and regulations, and follow protocols for required protective equipment (PPE).
• Promptly reports safety issues, job-related injury, or illness, near misses, etc. in SafetyZone.
• Follows Hillsboro Health Standards of Behavior.

Requirements

Education and/or Experience

• High school diploma or equivalent required; associate or bachelor’s degree in healthcare administration or a related field preferred.
• 2+ years of experience in medical billing, financial counseling, or patient account services in healthcare setting.
• Knowledge of health insurance plans, billing procedures, and financial assistance programs.
• Strong communication and interpersonal skills, with the ability to explain financial concepts in a clear and empathetic manner.
• Proficiency with billing software, EHR systems, and Microsoft Office.
• Bilingual skills are a plus.

Certificates and Licenses

• None

Physical Demands

Physical demands of the position, including vision, hearing, repetitive motion, and environment are required. A separate document will be provided upon hire, during annual evaluation process, and upon request. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position without compromising patient care.

CORPORATE COMPLIANCE

Receives training and/or attends necessary meetings to meet the criteria as outlined in Hillsboro Health’s Corporate Compliance Plan and Code of Conduct. Understands the responsibilities related to compliance and knows whether to contact the Corporate Compliance Officer should there be any instance of question or concern regarding fraud and/or abuse.