Original listing text, shown exactly as published by the company.
In this role you will
Patient Communication & Support
- Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies
- Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through
- Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed
- Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand
Payments & Payment Plans
- Process patient payments accurately via phone, portal, and other approved payment channels
- Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked
- Monitor payment plan adherence and proactively follow up with patients to support successful completion
- Maintain accurate and thorough documentation of all account activity and patient communications
Financial Assistance
- Educate patients about available financial assistance programs and eligibility criteria
- Guide patients through the financial assistance application process with compassion and clarity
- Review and process financial assistance applications in accordance with established policies
- Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process
General Responsibilities
- Comply with all revenue cycle and patient financial services policies and procedures
- Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation
- Prioritize tasks effectively to meet response time standards and patient experience goals
- Accurately track daily activity and meet department productivity standards as defined by management
- Support special projects and initiatives as assigned by Manager or Supervisor
Knowledge, Skills, & Abilities
Communication Skills
- Exceptional verbal and written communication skills with the ability to convey financial information clearly and compassionately
- Ability to actively listen, understand patient concerns, and respond with empathy and professionalism
- Skilled at de-escalating sensitive conversations and maintaining a calm, respectful tone
- Ability to present information effectively in one-on-one patient interactions
Mathematical Skills
- Ability to accurately calculate payments, balances, interest, and discount amounts
- Comfortable reading and explaining financial statements and tabular data
Computer & Technical Skills
- Proficiency in Electronic Medical Records (EMR) and patient billing systems
- Proficiency in Microsoft Office applications, including Word, Outlook, and Excel
- Comfortable with patient payment portals, email platforms, and standard healthcare computer applications
Patient Advocacy & Customer Service
- Strong commitment to patient advocacy — listening attentively, addressing concerns promptly, and always treating patients with dignity and respect
- Ability to work effectively with a diverse patient population and adapt communication style to individual needs
- Alignment with Diana Health's mission to empower women and deliver care that is compassionate, accessible, and individualized
Qualifications
- High school diploma or GED required
- 2+ years of experience in patient financial services, patient billing, or a related healthcare customer service role
- Experience processing payments, setting up payment plans, and assisting patients with financial assistance programs preferred
- Demonstrated ability to handle sensitive financial conversations with empathy and professionalism
- Detail-oriented with strong aptitude for accuracy in data entry and account documentation
- Proven effective verbal, listening, and written communication skills
- Ability to work collaboratively across teams in a fast-paced, mission-driven environment
