[Remote] Patient Financial Advocate

Note: The job is a remote job and is open to candidates in USA. Transformations Care Network is dedicated to improving accessibility in behavioral health. The Patient Financial Advocate serves as the primary contact for patients regarding billing and payment options, ensuring a positive financial experience while supporting the organization's revenue cycle performance.ResponsibilitiesAnswer inbound calls from patients regarding billing statements and account balancesExplain charges, insurance payments, deductibles, coinsurance, and patient responsibility in a clear and professional mannerReview patient accounts within NextGen PMS to ensure accurate balance interpretationIdentify and resolve discrepancies or escalate appropriately when neededSet up standard payment plans according to established policiesProcess secure payments and provide receipts or confirmation as requiredDocument all patient interactions thoroughly and accurately within the systemProvide empathetic, non-judgmental support during financial conversationsEducate patients on insurance processing timelines and benefits explanationsCommunicate financial policies clearly and consistentlyScreen patients for financial assistance eligibility when applicableMaintain accurate account notes following standardized documentation guidelinesEnsure compliance with HIPAA and organizational privacy policiesFollow established call handling and quality assurance standardsProtect PCI compliance standards when processing paymentsMeet established service level and quality benchmarksSupport key metrics including: First-call resolution, Payment plan adherence, Dollars collected per representative, Documentation accuracyMaintain knowledge of mental health billing, department policies and proceduresDevelop and maintain positive working relationships with cross-functional teams, teammates and Payor representatives and other key stakeholdersConsistently meet or exceed the department productivity and quality standards and performance requirementsCollaborate as needed to identify and resolve underpayments and overpaymentsOther duties and responsibilities as assigned including but not limited to: Work overtime with little or no notice as needed, Attend team meetings, phone conferences, and training as neededSkillsHigh school diplomaMinimum 2 years of physician billing or revenue cycle experienceExperience reviewing patient accounts and explaining insurance benefitsStrong verbal communication skills with a patient-centered approachBasic knowledge of insurance terminology (EOBs, deductibles, coinsurance, etc.)Proficiency in medical practice management systems (NextGen experience preferred)Ability to navigate multiple systems while actively speaking with patientsSelf-starter; able to move own workflow along with minimal oversightAccurate; detail oriented and able to meet tight turnaround timesStrong written, verbal, and interpersonal communication skillsAbility to exercise initiative, judgment and decision-making skillsIntermediate computer skills and proficiency in MS word, excel outlook and database management and internet usage4+ years of physician billing and accounts receivable in healthcarePrior call center or high-volume inbound call experienceKnowledge of payment plan structures and financial assistance policiesFamiliarity with revenue cycle workflows from charge entry through payment postingCertified Revenue Cycle Representative or other billing certificationBenefitsMedicalDentalVisionLow-cost virtual careDependent and domestic partner coverage401KCompany OverviewTransformations Care Network is a mental health care organization. It was founded in 2020, and is headquartered in Taunton, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.transformationsnetwork.com/.