Client Partner

Smarter Technologies•Hackensack, NJ

4d•$18 - $22

About The Position

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. Description of Services In-Scope Responsibilities: Client Partners are expected to perform the following core functions within the Self-Pay Program: 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. Out-of-Scope Services: The following functions are not part of the Self-Pay Program scope: Credit reporting activities. Collection calls beyond patient financial engagement.

Requirements

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.
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.

Responsibilities

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.
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.
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.