Patient Financial Services Representative

Brightline is redefining what pediatric behavioral health care looks like for families across the country — and we're looking for a Patient Financial Services Representative who will bring that vision to life. Why This Role This role sits at the center of how Brightline manages patient balances and collections. How families experience us financially matters as much as how they experience our care. You'll own a portfolio of accounts end to end, serve as our primary operational point of contact with our patient billing vendor, and be the person who steps in when an account, a metric, or a workflow needs a closer look. You'll work independently, with real ownership over the accuracy of our patient financial data and the performance of our collections operation. Responsibilities Patient Account Management Manage a portfolio of patient accounts with outstanding balances Research and resolve complex patient billing questions and account discrepancies Review insurance payments, patient responsibility, adjustments, and payment activity to ensure account accuracy Explain benefits, payment responsibilities, and available payment options to patients Set up payment plan arrangements and drive accounts to resolution Vendor Management Serve as Brightline's primary operational liaison for the patient billing vendor Review vendor performance reports and collection metrics Monitor patient statement delivery, payment trends, and outreach effectiveness Participate in recurring operational meetings with the vendor Identify opportunities to improve patient collections and engagement, and escalate system or workflow issues as needed Patient Support & Escalations Serve as the escalation point for complex billing inquiries that frontline staff or the vendor's Tier 1 support can't resolve Review disputed balances and coordinate resolution across Revenue Cycle, Operations, and Clinical teams Ensure timely follow-up on escalated patient concerns while maintaining compliance with payer contracts and organizational policy AI & Reporting Oversight Monitor AI chat escalations generated through the patient billing platform and partner with the vendor to optimize workflows and escalation pathways Review patient collection performance, aging reports, and monthly metrics to identify trends Help leadership evaluate vendor effectiveness and recommend workflow improvements that enhance collections and patient satisfaction Cross Functional Collaboration Partner with Revenue Cycle, Member Services, Finance, Clinical Operations, and vendor partners to resolve account issues Flag recurring trends impacting patient balances and recommend process improvements Support the rollout of new workflows related to patient financial services Requirements 3+ years of experience in healthcare revenue cycle, patient financial services, or patient account management Experience explaining insurance benefits, patient responsibility, and payment options directly to patients or customers Track record of independently resolving complex account disputes or escalations without needing supervisor intervention Experience monitoring vendor performance, collection metrics, or aging reports and turning them into actionable recommendations Experience de-escalating difficult financial conversations while maintaining compliance with policy or contractual requirements Experience managing a high-volume portfolio of accounts against competing deadlines Experience partnering cross-functionally (e.g., Finance, Revenue Cycle, Operations) to resolve account issues Experience coordinating or overseeing a third-party vendor relationship preferred We offer several benefits, perks, and stipends: Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k 12 Company Holidays + Floating Holidays, Holiday Shutdown, Flexible Time Off, Parental Leave Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement At Brightline we have built a total rewards philosophy that includes fair, equitable, competitive, geo-based compensation that is performance and potential based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, wellbeing, and opportunity. In compliance with the Equal Pay for Equal Work Act, the annual base salary range for applicants is $55,000 - $70,000. Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation upon which our mission is built. We are committed to: building a future where all families can access inclusive, high-quality care creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems ensuring that every employee, candidate, client, and family we serve is valued and respected About Brightline Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.