Patient Financial Specialist

New England Life Care•Canton, MA

7h•Hybrid

About The Position

New England Life Care (NELC) is hiring a full-time Patient Financial Specialist to support its growth. The role provides customer service and education to patients about financial responsibility, account billing, and insurance requirements for home infusion products and services. The position involves frequent phone work in a fast-paced environment and works with patients, responsible parties, insurance verification staff, and internal supervisors. The position is listed as remote in the permitted states of Maine, Massachusetts, and New Hampshire, and also described as hybrid, requiring one day on-site per week once fully trained. The normal schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m.; some evening and weekend hours are required for schedule flexibility. NELC’s Reimbursement Department offers a career ladder. Patient Financial Specialists who meet performance goals and demonstrate commitment to development and departmental and company activities may be promoted to Senior Patient Financial Specialist, generally after two years. Senior Patient Financial Specialists may progress to Lead Patient Financial Specialist, generally after two to five years, based on performance, engagement, ownership, and leadership responsibilities.

Requirements

At least 2 years of experience with healthcare patient accounting, billing, or collections processes.
Knowledge of commercial and government insurance.
Working knowledge of federal and state fraud and abuse laws.
Excellent driving record.
Excellent verbal, written, and interpersonal communication skills to interpret and explain policies, procedures, and third-party insurance benefits to patients and families.
Excellent customer service skills.
Excellent negotiation skills to secure required payments from ill patients.
Ability to maintain confidentiality of patient information.
Excellent organizational skills and attention to detail.
High level of motivation.
Ability to work independently and as part of a team.
Ability to identify, research, and solve problems independently.
Ability to manage a flexible schedule, including some evening and weekend hours.

Nice To Haves

Knowledge of HIPAA Privacy and Security requirements.

Responsibilities

Work with Insurance Verification Staff to obtain accurate information about insurance coverage and expected patient balances before patients receive NELC products and services.
Contact patients or responsible parties by phone to explain financial responsibility and insurance requirements.
Resolve escalated customer calls with excellent customer service and refer patient accounts to a supervisor for resolution as appropriate.
Use interpreters as needed to discuss patient responsibility and billing accounts.
Review and obtain consent for enrollment in manufacturer copay assistance programs.
Determine eligibility for NELC’s financial assistance program and follow up to obtain documentation of patients’ financial status.
Explain payment requirements in terms patients and responsible parties can understand.
Answer questions about NELC patient payment options and account billing.
Collect required payments from patients or responsible parties by cash, check, or private credit card.
Inform a supervisor promptly of issues or concerns related to payment collection efforts.
Explain healthcare billing, denials, and explanations of benefits to help patients understand coverage for home infusion services.
Discuss pre-collections accounts with patients and create plans to resolve outstanding balances.