Patient Financial Experience Representative

You are a person who is passionate about providing personalized service while supporting accurate account resolution, financial performance, and the unique needs of rural healthcare communities. We need someone who is a strong communicator, solution-oriented, and committed to creating a positive patient financial experience. In the role of Patient Financial Experience Representative, you will be responsible for handling inbound and outbound patient communications, resolving billing and insurance inquiries, facilitating payments and payment arrangements, and connecting patients with available financial assistance resources.

• Tell us about your experience as a Patient Financial Services.
• Are you a team player and a self-motivator?
• What is your experience with conducting business in a way that is credit to a company?
• We are counting on you to manage multiple projects using your problem-solving skills.
• We are looking for someone UNCOMMON. What is uncommon about you?

Are you highly committed? Are you team-oriented? Do you value professionalism, trust, honesty, and integrity? If so, we cannot wait to meet you.

• Manage inbound and outbound patient and guarantor calls regarding hospital statements, insurance processing, patient balances, self-pay accounts, payment options, and billing concerns; use patient financial services knowledge to research and resolve inquiries.
• Explain account balances, insurance payments, patient responsibility, and available next steps in clear, respectful, patient-friendly language.
• Collect and securely process patient payments, offer approved payment arrangements, and follow established self-pay collection practices and applicable consumer-protection requirements.
• Identify potential eligibility for financial assistance or charity care and refer or assist patients in accordance with hospital-specific policies and approved workflows.
• Research accounts in hospital EHR, patient accounting, payment, telephony, and CRM systems; document interactions, commitments, dispositions, and required follow-up accurately.
• Identify billing discrepancies, insurance issues, complaints, or complex accounts; initiate corrections or escalate to the appropriate billing, coding, financial counseling, or leadership team.
• Deliver an exceptional patient experience through empathy, active listening, clear explanations, respect, and de-escalation; take ownership of concerns and pursue first-contact resolution or timely follow-up.
• Balance patient experience, financial accuracy, appropriate self-pay account resolution, quality, compliance, and productivity; never prioritize collection activity over respectful and compliant patient treatment.
• Follow hospital-specific policies, approved scripting, identity verification, HIPAA/privacy requirements, and applicable federal and state regulations governing patient financial communications.
• Maintain assigned system access, complete required training, and collaborate with teammates across hospital partners and shared services.
• Remain available through scheduled shifts and resolve, document, or appropriately hand off active calls before logging off.

• High school diploma or GED required.
• One to two years of experience in healthcare revenue cycle, hospital patient financial services, patient billing, self-pay collections, or a comparable patient-facing financial service role; equivalent relevant experience considered.
• Demonstrated customer service skills, including empathetic communication, active listening, problem-solving, service recovery, and the ability to explain complex financial information clearly.
• Ability to research patient accounts, navigate multiple systems, document interactions accurately, and manage sensitive financial conversations with professionalism and discretion.
• Experience with hospital patient accounting or EHR systems, insurance terminology, self-pay collections, payment plans, and account resolution.
• Knowledge of financial assistance workflows, patient estimates, HIPAA, and consumer financial communication requirements.
• Experience delivering high-quality patient or customer service while meeting contact center quality, first-contact resolution, and productivity expectations.
• Must be open to coaching, willing to take direction, receptive to constructive feedback, demonstrate a willingness to learn, and continuously adapt to meet evolving operational and client needs.

• Experience working with rural or critical access hospitals, including an understanding of the unique patient financial needs and service expectations of rural healthcare communities.

You are uncommon. We are, too. We are looking for people to help us in our mission of working hard at lowering healthcare administrative costs for federal government agencies, payers, and providers. At Signature, our mission is to improve the health of our clients' business and make the lives of the people we work with better. As we continue to experience exponential growth, we are looking for uncommon individuals to enhance our vision. We will continue to accomplish our mission by leading with our values of Passion, Courage, Integrity, and Respect in all interactions, making us a consistent annual Best Places to Work organization. We need uncommon leaders with uncommon qualities to shape our uncommon culture and achieve our uncommon mission.