Patient Financial Services Representative

Care New England Health System • Warwick, RI

2d

About The Position

The Patient Financial Services Representative addresses patient questions and concerns about billing and works to resolve issues and complaints promptly. The role helps patients assess and apply for medical coverage or assistance programs and collects patient liabilities. It involves explaining charges, insurance requirements, out-of-pocket expenses, and payment policies; keeping billing information accurate; advising patients about coverage options and charity care; and establishing payment schedules under organizational policies. The representative also communicates with patients, families, internal and external staff, insurers, attorneys, and others to resolve inquiries, processes correspondence to support collections, reports billing and service trends to management, assists coworkers with departmental goals, and protects patient confidentiality.

Requirements

• High school diploma or GED.
• At least 1–3 years of previous customer service experience in a healthcare or business environment.
• Excellent interpersonal and organizational skills.
• Working knowledge of computer applications, including word processing, Microsoft Excel, and the Epic electronic health record (EHR).
• Excellent oral and written communication skills, including the ability to communicate with internal and external customers.

Nice To Haves

• Knowledge of third-party payers.

Responsibilities

• Interpret and explain charges, services, insurance requirements, out-of-pocket expenses, and hospital payment policies to patients and their families.
• Obtain and update accurate billing information in the appropriate systems and forward it to the appropriate biller.
• Advise uninsured and underinsured patients about potentially available federal, state, or local insurance programs and counsel them about charity care.
• Help patients complete coverage or assistance applications or refer them to the appropriate party for assistance.
• Apply Care New England policies and procedures when addressing community benefit, prepayment, prompt-pay, and other patient discounts.
• Develop payment schedules consistent with established policies and procedures.
• Communicate with internal and external staff, insurance companies, attorneys, and others to resolve patient inquiries.
• Process correspondence from patients and others in a timely manner to support continuous collections.
• Report critical billing, charging, insurance, or customer-service trends to management and offer process-improvement suggestions.
• Assist coworkers in meeting weekly, monthly, and yearly department goals.
• Preserve and protect patient confidentiality rights.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED