Patient Financial Engagement Representative

Job Description

Position Summary: The Patient Financial Engagement Representative role is responsible for answering billing inquiries in a professional, compassionate, and knowledgeable manner from the point of initial contact through account resolution. Primary functions include attentively listening, researching, educating, and resolving billing inquiries as efficiently and accurately as possible to ensure patient satisfaction. Maintains patient confidentiality and documentation appropriately for easy follow up. This role supports the mission and values of the organization by maintaining positive, honest, and productive relationships.

Patient Financial Engagement Representative

  • Resolve patient complaints or explain why certain services are not covered.
  • Articulate options to patients\guarantors around payment plans, financial assistance, and additional third-party options by primary insurer
  • For patients with coverage by more than one insurer, prepares and submits secondary claims upon processing.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Understanding client’s policies and procedures regarding payment plan and financial assistance options.
  • Interpret EOB’s and insurance claims.
  • Navigate client Electronic Medical Record (EMR) systems.
  • Follow communication procedures, guidelines, and policies.
  • Processing credit card and ACH payments
  • Take the extra mile to engage patients.
  • Elevate patient’s concerns to managers and supervisors as needed.
  • Maintains patient confidentiality and documentation appropriately for easy follow-up.
  • Verify insurance eligibility utilizing the appropriate tools based on the client’s policies and procedures.
  • Handling payments for services not covered by insurance.
  • Explaining coverages to patients
  • Updating patient information/keeping records
  • Filling out documentation required for billing.
  • Must understand Insurance companies, claims, and claims terminology.
  • Answer patient questions on patient responsible portions, copays, deductibles, write-offs, etc.

Job Competencies

  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Exceptional verbal and written communication skills
  • Strong phone contact handling skills and active listening.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Working math aptitude and critical thinking skills.
  • Supports an environment of teamwork.
  • Manage the status of accounts and balances and identify inconsistencies.
  • Follows HIPAA guidelines in handling patient information.
  • Communicate with team members and management in a professional manner.

Key Performance Indicators: The KPI’s that will be used to measure the performance of the individuals in this role include, but are not limited to:
1)Customer Service
•AHT talk time, hold time, after call work
•Customer Effort Score (CES): escalations and status progression

2)Call Totals
•Inbound & Outbound

Job Qualifications, Skills, Abilities, Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

  • Intermediate computer skills
  • Proficient in Microsoft Office
  • Ability to maintain confidentiality
  • Excellent verbal and written communication skills
  • Ability to work independently, being detail oriented and organized
  • Ability to meet multiple competing deadlines



$17.00 hourly

Location - Remote

Job Type



Medical Billing & Coding

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