Patient Financial Experience Representative

Signature Performance, Inc.•,

About The Position

The Patient Financial Experience Representative handles inbound and outbound communications with patients and guarantors about hospital statements, insurance processing, balances, self-pay accounts, payment options, and billing concerns. The representative researches and resolves inquiries, explains balances and patient responsibility in clear, respectful language, processes payments securely, offers approved payment arrangements, and identifies or refers patients who may qualify for financial assistance or charity care. The role involves researching accounts across hospital EHR, patient accounting, payment, telephony, and CRM systems; accurately documenting interactions and follow-up; identifying billing discrepancies and insurance issues; and initiating corrections or escalating complex matters to appropriate teams. The representative supports a positive patient experience through empathy, active listening, de-escalation, ownership, first-contact resolution, or timely follow-up while balancing accuracy, compliance, quality, and productivity. The role requires adherence to hospital policies, approved scripts, identity verification, HIPAA and privacy requirements, and applicable regulations. Representatives maintain assigned system access, complete required training, collaborate with teammates and hospital partners, and resolve, document, or hand off active calls before logging off.

Requirements

High school diploma or GED required.
One to two years of experience in healthcare revenue cycle, hospital patient financial services, patient billing, self-pay collections, or a comparable patient-facing financial service role; equivalent relevant experience considered.
Demonstrated customer service skills, including empathetic communication, active listening, problem-solving, service recovery, and explaining complex financial information clearly.
Ability to research patient accounts, navigate multiple systems, document interactions accurately, and manage sensitive financial conversations with professionalism and discretion.
Experience with hospital patient accounting or EHR systems, insurance terminology, self-pay collections, payment plans, and account resolution.
Knowledge of financial assistance workflows, patient estimates, HIPAA, and consumer financial communication requirements.
Experience delivering high-quality patient or customer service while meeting contact center quality, first-contact resolution, and productivity expectations.
Openness to coaching, willingness to take direction, receptiveness to constructive feedback, willingness to learn, and ability to adapt to evolving operational and client needs.
U.S. citizenship or naturalized citizenship is required.
All work must be completed in the continental United States, Alaska, or Hawaii.
Candidates must participate in interviews with their camera enabled; interviews may be recorded, with an opportunity to consent during the application process and notification before recording begins.

Nice To Haves

Experience working with rural or critical access hospitals, including understanding the unique patient financial needs and service expectations of rural healthcare communities.

Responsibilities

Manage inbound and outbound patient and guarantor calls about statements, insurance processing, balances, self-pay accounts, payment options, and billing concerns.
Research and resolve patient financial inquiries and explain account balances, insurance payments, patient responsibility, and next steps in clear, respectful language.
Collect and securely process patient payments, offer approved payment arrangements, and follow established self-pay collection practices and consumer-protection requirements.
Identify potential eligibility for financial assistance or charity care and refer or assist patients using approved workflows and hospital-specific policies.
Research accounts in EHR, patient accounting, payment, telephony, and CRM systems, and accurately document interactions, commitments, dispositions, and follow-up.
Identify billing discrepancies, insurance issues, complaints, and complex accounts; initiate corrections or escalate them to appropriate teams.
Provide an empathetic patient experience through active listening, clear explanations, respect, de-escalation, ownership, first-contact resolution, or timely follow-up.
Balance patient experience, financial accuracy, account resolution, quality, compliance, and productivity while treating patients respectfully and compliantly.
Follow hospital policies, approved scripting, identity verification procedures, HIPAA and privacy requirements, and applicable federal and state regulations.
Maintain assigned system access, complete required training, and collaborate with teammates, hospital partners, and shared services.
Remain available during scheduled shifts and resolve, document, or appropriately hand off active calls before logging off.