Patient Billing Support Specialist - hybrid, 1 day in office

Purpose

The Medical Billing & Patient Support Specialist serves as the primary point of contact for patients with billing-related concerns. The Medical Billing & Patient Support Specialist focuses on assisting patients with medical billing inquiries, coordinating financial assistance options, and ensuring transparency in healthcare costs, including external providers to whom they were referred. This position involves engaging directly with patients, guarantors, outside providers and clinics to review their financial responsibilities, set up Good Faith Estimates (GFEs), and provide guidance on payment plans and financial aid programs. Additionally, the role includes collaborating with referral facilities to help patients access charity care, discounts, or other financial support options. The Revenue Cycle Patient Liaison also assists patients in transitioning their Primary Care Provider (PCP) to Neighborcare Health (NCH) when appropriate, helping to reduce referral delays and streamline care coordination. The Medical Billing & Patient Support Specialist works within established guidelines and policies to proactively address patient billing concerns, advocate for financial relief opportunities, and contribute to Neighborcare Health’s mission, service commitments, guiding principles, and productivity goals.

Neighborcare Health offers a robust benefit package including Health, Wellness & Retirement benefits: Medical, Dental & Vision Insurance, 18 days of Paid Time Off, 9-Paid Holidays, Retirement with Matching, Life & AD&D, Pet Insurance, Employee Assistance Program, & More! This position is eligible for the Staff Referral Program

Primary Responsibilities

Key responsibilities:

• Engage with patients to provide billing support, answer financial questions, and assist with collections activities.
• Assist patients in setting up Good Faith Estimates (GFEs) and explaining financial obligations.
• Work closely with clinic staff to resolve patient billing concerns and ensure a smooth payment process.
• Communicate with patients in person and over the phone regarding their medical bills, payment options, and available financial assistance programs.
• Coordinate with referral facilities to help patients access charity care, discounts, or payment assistance for services outside Neighborcare Health.
• Assist patients in updating their Primary Care Provider (PCP) to Neighborcare Health to help minimize referral delays.
• Receive and process patient payments, co-pays, and account balances, ensuring timely posting.
• Set up and manage patient payment plans, ensuring compliance with Neighborcare Health’s financial assistance policies.
• Collaborate with collection agencies to follow up on outstanding patient accounts and assist with inquiries.
• Facilitate refunds for patients when appropriate, following established protocols.
• Manage the write-off process for aged patient accounts, in accordance with Neighborcare Health’s financial policies.
• Assist in setting up prenatal agreements for uninsured obstetric (OB) patients, ensuring they understand financial expectations.
• Negotiate payment reimbursement plans with patients based on their financial situation.
• Assist with prescreening patients to see if they qualify for charity, Medicaid or other insurance plans
• Meet with patients in person to discuss billing concerns, setting up payment plans and payment contracts.
• Handle high-volume patient communication by making and receiving up to 100 calls daily regarding account balances, payment options, and billing inquiries.
  
  

Key Skills, Knowledge, & Abilities

Required for this job:

• Strict adherence to Neighborcare Health policies and procedures, ensuring compliance with organizational and regulatory guidelines.
• Strong attention to detail to accurately manage and document financial information, payments, and patient accounts.
• Ability to interpret and explain insurance benefits to patients and clinical staff, ensuring they understand financial responsibilities.
• Proficiency in communicating effectively and respectfully with individuals from diverse racial, educational, and socio-economic backgrounds.
• Active listening – Engage with patients to understand their concerns and provide clear, accurate information.
• Thorough understanding of insurance contractual agreements and the ability to guide patients in navigating their financial obligations.
• Knowledge of billing, collections, and revenue cycle processes, with the ability to manage patient accounts efficiently.
• Familiarity with Managed Care, Medicare, and Medicaid guidelines, including the specific requirements for claims, referrals, and financial assistance programs.
• Ability to assist patients in transitioning their Primary Care Provider (PCP) to Neighborcare Health to help minimize referral delays.
• Experience working with financial assistance programs, including setting up payment plans and facilitating access to charity care or discounts.
• Strong problem-solving skills to address billing issues and collaborate with internal teams and external referral facilities.
• Strong ability to draft well-structured and grammatically correct correspondence.
• Conflict resolution – Address patient concerns and billing disputes with patience and professionalism
• Ability to explain complex information – Break down billing details in a way that is easy for patients to understand.
  
  

EDUCATION

• Required: High School diploma or equivalent required.
• Preferred: Associates degree or in health or human services related field
• Required: Knowledge of Washington State collection laws
• Years of Relevant Experience Required: 3 years of medical and/or dental insurance benefits verification and 3 years related work experience in collections.
• Years of Relevant Experience Preferred: 3 years administrative experience in a medical facility, health insurance verification, customer service, call center or related area.
  
  

Our Mission

The mission of Neighborcare Health is to provide comprehensive health care to families and individuals who have difficulty accessing care; respond with sensitivity to the needs of our culturally diverse patients; and advocate and work with others to improve the overall health status of the communities we serve.

About Our Service Commitments

Our service commitments were created by staff members, leaders, board members and patients. We use these as a guide and expectation for how we treat our patients and each other. You may learn more about our service commitments here, https://neighborcare.org/about-us/service-commitments/

• Serving patients
• Serving each other
• A warm welcome
• Caring
• Respect
• Working together
• Trusting Relationship
  
  

About Us

For 50 years, Neighborcare Health has been caring for our neighbors with essential medical and dental care, counseling, outreach, health education and more in Seattle, Vashon, and our newest dental clinic in Olympia! Our purpose is to improve health by engaging, educating, and empowering people in the communities we serve. We are looking to hire the best talent to support our culturally diverse workplace and community.

Compensation

• The targeted wage range for this position is minimum $21.50 up to $25.35 maximum.
• Compensation will be determined based on years of relevant experience.
• The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, years of experience, location, qualifications and other job-related reason