Patient Financial Services Representative

Brightline

22h • $55,000 - $70,000 • Remote

About The Position

This role sits at the center of how Brightline manages patient balances and collections. How families experience us financially matters as much as how they experience our care. You'll own a portfolio of accounts end to end, serve as our primary operational point of contact with our patient billing vendor, and be the person who steps in when an account, a metric, or a workflow needs a closer look. You'll work independently, with real ownership over the accuracy of our patient financial data and the performance of our collections operation.

Requirements

• 3+ years of experience in healthcare revenue cycle, patient financial services, or patient account management
• Experience explaining insurance benefits, patient responsibility, and payment options directly to patients or customers
• Track record of independently resolving complex account disputes or escalations without needing supervisor intervention
• Experience monitoring vendor performance, collection metrics, or aging reports and turning them into actionable recommendations
• Experience de-escalating difficult financial conversations while maintaining compliance with policy or contractual requirements
• Experience managing a high-volume portfolio of accounts against competing deadlines
• Experience partnering cross-functionally (e.g., Finance, Revenue Cycle, Operations) to resolve account issues

Nice To Haves

• Experience coordinating or overseeing a third-party vendor relationship preferred

Responsibilities

• Manage a portfolio of patient accounts with outstanding balances
• Research and resolve complex patient billing questions and account discrepancies
• Review insurance payments, patient responsibility, adjustments, and payment activity to ensure account accuracy
• Explain benefits, payment responsibilities, and available payment options to patients
• Set up payment plan arrangements and drive accounts to resolution
• Serve as Brightline's primary operational liaison for the patient billing vendor
• Review vendor performance reports and collection metrics
• Monitor patient statement delivery, payment trends, and outreach effectiveness
• Participate in recurring operational meetings with the vendor
• Identify opportunities to improve patient collections and engagement, and escalate system or workflow issues as needed
• Serve as the escalation point for complex billing inquiries that frontline staff or the vendor's Tier 1 support can't resolve
• Review disputed balances and coordinate resolution across Revenue Cycle, Operations, and Clinical teams
• Ensure timely follow-up on escalated patient concerns while maintaining compliance with payer contracts and organizational policy
• Monitor AI chat escalations generated through the patient billing platform and partner with the vendor to optimize workflows and escalation pathways
• Review patient collection performance, aging reports, and monthly metrics to identify trends
• Help leadership evaluate vendor effectiveness and recommend workflow improvements that enhance collections and patient satisfaction
• Partner with Revenue Cycle, Member Services, Finance, Clinical Operations, and vendor partners to resolve account issues
• Flag recurring trends impacting patient balances and recommend process improvements
• Support the rollout of new workflows related to patient financial services

Benefits

• Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k
• 12 Company Holidays + Floating Holidays, Holiday Shutdown, Flexible Time Off, Parental Leave
• Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed